We’ve shopped before: Exploring instructions as an influence on mystery shopper reporting
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DOI: 10.1016/j.jretconser.2018.08.004
Abstract: Abstract Western retail experience balances between customer expectations and experience in the service exchange. Retailers set on customer service improvement often use mystery shoppers to gauge alignment between intended service and client experience. This exploratory… read more here.
Keywords: exploring instructions; shopped exploring; influence mystery; instructions influence ... See more keywords