Design and Testing of an Air Force Services Mystery Shopping Program.
PURDUE UNIV LAFAYETTE IN
Pagination or Media Count:
Base level Air Force Services lodging and foodservice activities use limited service quality measurement tools to determine customer perceptions of service quality. These tools, specifically management observation and customer comment cards, do not provide a complete picture of service quality. Other service quality measurement methods such as mystery shopping are rarely used. Bases do not consider using mystery shopping programs because of the significant resources required to start the program. This project designed and tested a mystery shopper program for the US Air Force foodservice and lodging programs at Wright-Patterson AFB, OH as a prototype for other bases. Background The use of mystery shoppers to evaluate customer service experiences is widely used in commercial foodservice and hotel industries. Many companies shop their properties with inhouse programs while others contract an independent company to perform the shopping.
- Economics and Cost Analysis
- Food, Food Service and Nutrition