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Journal of Quality Assurance in Hospitality & Tourism Volume 20, 2019 - Issue 4
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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]
ORCID Iconhttp://orcid.org/0000-0003-0219-0277
ORCID Icon,
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
Pages 470-490 | Published online: 17 Dec 2018
 
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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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