Mystery shoppers

Adrian Furnham

A chapter in The Engaging Manager, 2012, pp 117-119 from Palgrave Macmillan

Abstract: Abstract Mystery shopping: a serious method of gathering performance data; an alternative to appraisal; or little more than management snooping on staff? Is it really an effective new tool for coaching employee performance improvement, or yet more foolish nonsense?

Keywords: Impression Management; Relevant Assessment; Variable Interval Schedule; Loyal Customer; Continual Basis (search for similar items in EconPapers)
Date: 2012
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-137-27387-1_33

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DOI: 10.1057/9781137273871_33

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