„MYSTERY SHOPPER” IN ANALYSING SERVICE QUALITY LEVEL AND SERVICE PROVISION PROCESSES IN THE HOTEL INDUSTRY IN POLAND
„MYSTERY SHOPPER” IN ANALYSING SERVICE QUALITY LEVEL AND SERVICE PROVISION PROCESSES IN THE HOTEL INDUSTRY IN POLAND

Author(s): Robert Węglarz, Mieczysław Morawski
Subject(s): Business Economy / Management
Published by: Fundacja Upowszechniająca Wiedzę i Naukę "Cognitione"
Keywords: audit; competition; mystery shopper; service quality; hospitality; service provision process; hotel staff
Summary/Abstract: The article presents the usefulness of an audit Mystery Shopper tool in analyzing the level of hospitality service quality in the hotel industry. The authors also demonstrate the validity and need to verify the quality of service processes using the aforementioned tools in the context of increasing competition, escalating customer expectations and challenges of the job market. The article also describes the results of conducted studies using an audit method, which emphasizes its importance and credibility as the tool for measuring service quality.

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