What’s so Mysterious about Mystery Shoppers? Understanding the Qualifications and Selection of Mystery Shoppers

Christopher S. DuttInternational Hospitality Management, The Emirates Academy of Hospitality Management, Dubai, UAECorrespondence[email protected]

http://orcid.org/0000-0003-0219-0277

Giselle HahnInternational Hospitality Management, The Emirates Academy of Hospitality Management, Dubai, UAE

Natasa ChristodoulidouCollege of Business and Public Administration, California State University, Dominguez Hills, CA, USA

Sanjay NadkarniInternational Hospitality Management, The Emirates Academy of Hospitality Management, Dubai, UAE

ABSTRACT

Mystery shopping are a method of quality management that is utilized often in a variety of businesses. A holistic definition of a mystery shopper is, however, unclear. Literature relating to mystery shoppers was reviewed and analyzed through content analysis, to develop criteria which can be used to define a mystery shopper. The various traits identified were divided into personal traits, training elements, company considerations. The results of the paper provide a thorough analysis of the various traits that constitute a mystery shopper.

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Notes

1. See for example: http://www.mystery-database.com/pdf/Terms/Agent_Terms_Conditions.pdf.

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What’s so Mysterious about Mystery Shoppers? Understanding the Qualifications and Selection of Mystery Shoppers

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