Mystery Shopping - comparison of case studies.

      Аннотация: Modern competition is the engine of progress for all the industries worldwide. This also applies to the hospitality industry. The main goal of the research was to find out according to what criteria the competence of mystery shoppers is achieved, controlled and stays stable. When exploring the professional activity of the mystery shopping company it was found that thanks to a number of collective highly skilled techniques as Emotional Intelligence of Daniel Goleman, general hospitality experience of mystery shoppers and data benchmarking, we made sure that secret shopping is still objective and strong enough to perform as one of the most important tools in indicating the level of hospitality services. Also, it was found that there might appear some issues related to data benchmarking activity of the surveyed mystery shopping company and decrease of pure professional motivation of mystery shoppers that depends on experience of each single person.

Ключевые слова: mystery shopping, MSPA, evaluation of service quality, data collection, Professional Standards, control work sheet, data benchmarking, Emotional Intelligence, motivation crowding, deviation