Use of Mystery Shopping in Competence Measurement and Human Development: Results of an Empirical Research in Hungary
Journal Title: Zeszyty Naukowe Wyższej Szkoły Bankowej w Poznaniu - Year 2017, Vol 74, Issue 3
Abstract
The aim of research is to investigate the methods and possibilities of mystery shopping conducted in the interest of competence measurement. The article focuses on the problems of measurability and on the possibilities of monitoring conducted within the frame of mystery shopping. During research we observed behavioural mosaics and determined certain levels that make the measurement possible and by the use of these levels we conducted comparisons. Control the reliability, validity and consistency of the developed evaluation system by mathematical-statistical procedures also included.
Authors and Affiliations
András Durugy, Péter Kollár
Keywords
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