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E-Commerce, E-Business and E-Service – Lee (Ed)
© 2014 Taylor & Francis Group, London, ISBN 978-1-138-02646-9
Analysis on the survey method of mystery shopping in hospitality
management
Lifang Xu
School of Hotel Management, University of Jinan, Jinan, China
Shijie He
Buri Al Arab Hotel Dubai, The United Arab Emirates
ABSTRACT: Since the 1940s, the survey method of mystery shopping has been widely used in all differ-
ent kinds of industries. Recently hotel mystery shopping has become a useful method to help the market
research companies to evaluate the service of the hotel industry. However, there are some problems in
mystery shopping, and the maturity and validity of this kind of method still need to be improved. This
thesis illustrates the importance ...