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MYSTERY SHOPPING: KEY FACTOR FOR THE SUCCESSFUL RETAIL BENCHMARKING

Sanda Renko ; Faculty of Economics and Business, University of Zagreb, Croatia
Ivana Matošić ; Blue Wet, Zagreb, Croatia

Puni tekst: hrvatski, pdf (1003 KB) str. 157-169 preuzimanja: 1.422* citiraj
APA 6th Edition
Renko, S. i Matošić, I. (2007). MYSTERY SHOPPING: KLJUČNI ČIMBENIK USPJEŠNOG BENCHMARKINGA U MALOPRODAJI. Poslovna izvrsnost, 1 (1), 157-169. Preuzeto s https://hrcak.srce.hr/38528
MLA 8th Edition
Renko, Sanda i Ivana Matošić. "MYSTERY SHOPPING: KLJUČNI ČIMBENIK USPJEŠNOG BENCHMARKINGA U MALOPRODAJI." Poslovna izvrsnost, vol. 1, br. 1, 2007, str. 157-169. https://hrcak.srce.hr/38528. Citirano 07.12.2019.
Chicago 17th Edition
Renko, Sanda i Ivana Matošić. "MYSTERY SHOPPING: KLJUČNI ČIMBENIK USPJEŠNOG BENCHMARKINGA U MALOPRODAJI." Poslovna izvrsnost 1, br. 1 (2007): 157-169. https://hrcak.srce.hr/38528
Harvard
Renko, S., i Matošić, I. (2007). 'MYSTERY SHOPPING: KLJUČNI ČIMBENIK USPJEŠNOG BENCHMARKINGA U MALOPRODAJI', Poslovna izvrsnost, 1(1), str. 157-169. Preuzeto s: https://hrcak.srce.hr/38528 (Datum pristupa: 07.12.2019.)
Vancouver
Renko S, Matošić I. MYSTERY SHOPPING: KLJUČNI ČIMBENIK USPJEŠNOG BENCHMARKINGA U MALOPRODAJI. Poslovna izvrsnost [Internet]. 2007 [pristupljeno 07.12.2019.];1(1):157-169. Dostupno na: https://hrcak.srce.hr/38528
IEEE
S. Renko i I. Matošić, "MYSTERY SHOPPING: KLJUČNI ČIMBENIK USPJEŠNOG BENCHMARKINGA U MALOPRODAJI", Poslovna izvrsnost, vol.1, br. 1, str. 157-169, 2007. [Online]. Dostupno na: https://hrcak.srce.hr/38528. [Citirano: 07.12.2019.]

Sažetak
Continuous improvement and orientation towards customers’ needs and requirements, as well as coordinated integration of all business activities in knowing, meeting and serving customers, are prerequisite for long term and successful retail strategy today. The main purpose of this paper is to present benchmarking as one of the best ways to keep improving retail companies as well as to pay special attention to one of the benchmarking applications: mystery shopping. Namely, the intention of the paper is to explore and to evaluate the evidence about the effectiveness of mystery shopping as a technique for the evaluation and improvement of customer service in the retailing.

Ključne riječi
benchmarking; mystery shopping; retailing; competitive advantage

Hrčak ID: 38528

URI
https://hrcak.srce.hr/38528

[hrvatski]

Posjeta: 2.394 *