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Services Marketing Quarterly Volume 31, 2009 - Issue 1
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Original Articles

Using Mystery Shopping to Compare the Service Quality of Banks in Turkey

Musa Pinar College of Business Administration, Valparaiso University, Valparaiso, IndianaCorrespondence[email protected]
,
Zeliha Eser Department of Business Administration, Baskent University, Ankara, Turkey
&
Sandy Strasser College of Business Administration, Valparaiso University, Valparaiso, Indiana
Pages 1-26 | Published online: 23 Dec 2009

Citations (6)

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Read on this site (1)

Gert-Olof Boström, Lars Lindbergh & Timothy L. Wilson. (2015) Sweden: Bank of the Year Recognition and Performance. Services Marketing Quarterly 36:1, pages 1-21.
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Articles from other publishers (5)

Emily Ma, Yafang Bao, Leijun Huang, Danni Wang & Misun (Sunny) Kim. (2021) When a Robot Makes Your Dinner: A Comparative Analysis of Product Level and Customer Experience Between the U.S. and Chinese Robotic Restaurants. Cornell Hospitality Quarterly 64:2, pages 184-211.
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Galina Timokhina, Lyubov Prokopova, Yuri Gribanov, Stanislav Zaitsev, Natalia Ivashkova, Roman Sidorchuk, Irina Skorobogatykh, Anatoly Shishkin & Zhanna Musatova. (2021) Digital Customer Experience Mapping in Russian Premium Banking. Economies 9:3, pages 108.
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Liat Eldor. (2021) Leading by Doing: Does Leading by Example Impact Productivity and Service Quality?. Academy of Management Journal 64:2, pages 458-481.
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Liat Eldor. (2019) How Collective Engagement Creates Competitive Advantage for Organizations: A Business‐Level Model of Shared Vision, Competitive Intensity, and Service Performance. Journal of Management Studies 57:2, pages 177-209.
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Rachel Chen & Clayton Barrows. (2015) Developing a Mystery Shopping Measure to Operate a Sustainable Restaurant Business: The Power of Integrating with Corporate Executive Members’ Feedback. Sustainability 7:9, pages 12279-12294.
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