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Implementation of mystery shopping in hotel management: practical overview in F&B

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dc.contributor.authorDinis, João
dc.contributor.authorElias-Almeida, Anabela
dc.date.accessioned2021-07-19T13:53:35Z
dc.date.available2021-07-19T13:53:35Z
dc.date.issued2017
dc.description.abstractThe dynamic of the present ever-changing market makes service quality management increasingly demanding, compelling organizations to monitor constantly the rapid changes that are often unexpected. It is in this context that quality management value becomes essential for organizations. Mystery Shopping has become an accepted method of performance measurement in many industries. Therefore, the goal of this research is to present the development and implementation of mystery shopping tool carried out by a Portuguese hotel chain with the final purpose of analyzing its efficiency. This paper shows the methodology towards the construction of the questionnaires that analyze the compliance with the standards, and also describes the technical training throughout the project to which the employees of the Food and Beverage (F&B) department were submitted as well as a comprehensive mystery shopper training program to ensure consistency of quality in the assessment process. After collecting the information of the mystery shopper audits, the information is processed and presented as reports containing the interpretation of the results. The results indicate that an ongoing process of mystery shopping visits can contribute for a short-term improvement in quality service results. This study contributes to the Mystery Shopping research stream by empirically testing if the tool effectively produces an improvement in compliance with the standards in a practical context. Further, this study proposes future research directions.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationDinis, J. & Elias-Almeida, A. (2017, November 29-30). Implementation of mystery shopping in hotel management: practical overview in F&B [Paper presentation]. International Tourism Congress (ITC'17), 9th, Peniche, Portugalpt_PT
dc.identifier.urihttp://hdl.handle.net/10400.8/5898
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherPolitécnico de Leiriapt_PT
dc.subjectQuality managementpt_PT
dc.subjectMystery shopperpt_PT
dc.subjectStandardspt_PT
dc.subjectServicept_PT
dc.titleImplementation of mystery shopping in hotel management: practical overview in F&Bpt_PT
dc.typeconference object
dspace.entity.typePublication
oaire.citation.endPage496pt_PT
oaire.citation.startPage487pt_PT
oaire.citation.titleITC'17 International Tourism Congress, 9th, Peniche, Portugal, November 29-30, 2017pt_PT
person.familyNameDinis
person.familyNameElias Almeida
person.givenNameJoão
person.givenNameAnabela
person.identifier.orcid0000-0002-7753-5842
person.identifier.orcid0000-0002-2381-1856
rcaap.rightsopenAccesspt_PT
rcaap.typeconferenceObjectpt_PT
relation.isAuthorOfPublication719c8310-3f5f-4296-828b-28dd81debcad
relation.isAuthorOfPublication2c0a7248-ed70-436c-bf4a-f01fdab17d21
relation.isAuthorOfPublication.latestForDiscovery719c8310-3f5f-4296-828b-28dd81debcad

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