The Mystery Shopper Technique as a way of improving hotel gastronomy services

• Autorzy: Wszendybył-Skulska E.
• Języki publikacji: EN

Abstrakty

EN

The problems connected with the issue of service quality is an important aspect in the service industry, however it is difficult to measure. It may be quite difficult to estimate it unequivocally and objectively due to the fact that each service includes more or fewer material elements. It is impossible to improve something that has not been measured and estimated before and one does not know whether it fulfils the requirements. Hotel gastronomy services are a kind of service that are partly materialized which makes the quality estimation easier. Nevertheless, one ought to remember that they are also shaped by non-material elements that influence the final quality estimation which seems to be problematic. The so-called Mystery Shopper Technique as a way of improving the quality of hotel gastronomy services is presented in the article.

Słowa kluczowe

EN

quality; gastronomy services; mystery shopper

PL

jakość; usługi gastronomiczne; tajemniczy klient

• Wydawca: Oficyna Wydawnicza Stowarzyszenia Menedżerów Jakości i Produkcji
• Czasopismo: Production Engineering Archives
• Rocznik: 2015
• Tom: Vol. 7, No. 2
• Strony: 20--24
• Opis fizyczny: Bibliogr. 12 poz., tab.

Twórcy

autor

Wszendybył-Skulska E.

• Jagiellonian University, Faculty of Management and Social Communication, Department of Management in Tourism

Bibliografia

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• 11. Wszendybył-Skulska E. 2008. Improvement of quality of hotel gastronomy services. Quality and production management in practice, Saint – Petersburg.
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