International Research journal of Management Science and Technology

  ISSN 2250 - 1959 (online) ISSN 2348 - 9367 (Print) New DOI : 10.32804/IRJMST

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SERVICE QUALITY AND MEANS TO IMPROVE MYSTERY AUDIT SCORES

    2 Author(s):  ROHIT MOHAN , RAI R. S.

Vol -  10, Issue- 5 ,         Page(s) : 93 - 102  (2019 ) DOI : https://doi.org/10.32804/IRJMST

Abstract

Mystery Audit scores are captured, tracked and driven by several retail organisations. However, it’s a typical lag indicator of customer service and its quality. Having a Mystery Audit framework in not enough. It only tells where an organisation is. The scores then need to trace back to the competencies and behaviours of the store staff. These need to be then developed as per the need of the organisation. Hence there is a need to conduct regular trainings for the specific knowledge, skills and attitude. The drive from the leadership is equally important

• Zeithaml, Parasuraman & Berry, "Delivering Quality Service; Balancing Customer Perceptions and Expectations," Free Press, 1990.
• Nyeck, S., Morales, M., Ladhari, R., & Pons, F. (2002). "10 years of service quality measurement: reviewing the use of the SERVQUAL instrument." Cuadernos de Difusion, 7(13), 101-107. Retrieved July 8, 2007, from EBSCOhost database

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