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Review article

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

Fulltext: croatian, pdf (1003 KB) pages 157-169 downloads: 1.543* cite
APA 6th Edition
Renko, S. & Matošić, I. (2007). MYSTERY SHOPPING: KLJUČNI ČIMBENIK USPJEŠNOG BENCHMARKINGA U MALOPRODAJI. Poslovna izvrsnost, 1 (1), 157-169. Retrieved from https://hrcak.srce.hr/38528
MLA 8th Edition
Renko, Sanda and Ivana Matošić. "MYSTERY SHOPPING: KLJUČNI ČIMBENIK USPJEŠNOG BENCHMARKINGA U MALOPRODAJI." Poslovna izvrsnost, vol. 1, no. 1, 2007, pp. 157-169. https://hrcak.srce.hr/38528. Accessed 29 Sep. 2020.
Chicago 17th Edition
Renko, Sanda and Ivana Matošić. "MYSTERY SHOPPING: KLJUČNI ČIMBENIK USPJEŠNOG BENCHMARKINGA U MALOPRODAJI." Poslovna izvrsnost 1, no. 1 (2007): 157-169. https://hrcak.srce.hr/38528
Harvard
Renko, S., and Matošić, I. (2007). 'MYSTERY SHOPPING: KLJUČNI ČIMBENIK USPJEŠNOG BENCHMARKINGA U MALOPRODAJI', Poslovna izvrsnost, 1(1), pp. 157-169. Available at: https://hrcak.srce.hr/38528 (Accessed 29 September 2020)
Vancouver
Renko S, Matošić I. MYSTERY SHOPPING: KLJUČNI ČIMBENIK USPJEŠNOG BENCHMARKINGA U MALOPRODAJI. Poslovna izvrsnost [Internet]. 2007 [cited 2020 September 29];1(1):157-169. Available from: https://hrcak.srce.hr/38528
IEEE
S. Renko and I. Matošić, "MYSTERY SHOPPING: KLJUČNI ČIMBENIK USPJEŠNOG BENCHMARKINGA U MALOPRODAJI", Poslovna izvrsnost, vol.1, no. 1, pp. 157-169, 2007. [Online]. Available: https://hrcak.srce.hr/38528. [Accessed: 29 September 2020]

Abstracts
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.

Keywords
benchmarking; mystery shopping; retailing; competitive advantage

Hrčak ID: 38528

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

[croatian]

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