References
- Backs, S. M., & Kinder, T. (2007). Secret shopping at the Monroe County Public Library. Indiana Libraries, 26, 17–19. Retrieved from https://ezproxy.simmons.edu/login?url=;https://search-ebscohost-com.ezproxy.simmons.edu/login.aspx?direct=true&db=lls&AN =502906681&site=eds-live&scope=site
- Boyce, C. M. (2015). Secret shopping as user experience assessment tool. Public Services Quarterly, 11, 237–253. doi:https://doi.org/10.1080/15228959
- Burkamp, M., & Virbick, D. E. (2002). Through the eyes of a secret shopper. American Libraries, 33, 56–57. Retrieved from https://ezproxy.simmons.edu/login?url=https://search-ebscohost-com.ezproxy.simmons.edu/login.aspx?direct=true&db=edsjsr&AN=edsjsr.25648514&site=eds-live&scope=site
- Calvert, P. C. (2005). It’s a mystery: Mystery shopping in New Zealand’s public Libraries. Library Review, 54, 24–35. Retrieved from https://ezproxy.simmons.edu/login?url=https://search-ebscohost-com.ezproxy.simmons.edu/login.aspx?direct=true&db=edsgao&AN=edsgcl.140154941&site=eds-live&scope=site
- Crowe, K., & Bradshaw, A. K. (2016). Taking a page from retail: Secret shopping for academic libraries. Evidence Based Library and Information Practice, 11, 40–56. Retrieved from https://doaj.org/article/722fa4fbd43648529f18a7e0b76cddc4 [https://doi.org/10.18438/B85S6H]
- Czopek, V. (1998). Using mystery shoppers to evaluate customer service in the public library. Public Libraries, 37, 370–375. Retrieved from https://ezproxy.simmons.edu/login?url=https://search-ebscohost-com.ezproxy.simmons.edu/login.aspx?direct=true&db=lls&AN=502805536&site=eds-live&scope=site
- Douglas, A. (2015). Mystery customers: An evaluation of their use in monitoring performance. The TQM Journal, 27, 705–715. https://doi.org/10.1108/TQM-04-2015-0052
- Hernon, P., Altman, E., & Dugan, R. E. (2015). Assessing service quality: Satisfying the expectations of library customers. Chicago, IL: ALA Editions.
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- Pepo, K. (2008, June). You’ve been shopped! Mystery shopping for better service. Paper presented at the American Library Association Conference, Anaheim, CA. Retrieved from https://www.google.com/search?ei=7ZhXWubgEo3WzgKLwJ-QAw&q=pepo+%22you%27ve+been+shopped%22&oq=pepo+%22you%27ve+been+shopped%22&gs_l=psy-ab.3…6507.13364.0.14020.7.7.0.0.0.0.130.848.0j7.7.0….0…1c.1.64.psy-ab.0.2.254…0i13i30k1.0.eALA7DHd3k0
- Stein, M., Edge, T., Kelley, J. M., Hewlett, D., & Trainer, J. F. (2008). Using continuous quality improvement methods to evaluate library service points. Reference & User Services Quarterly, 48, 78–85. Retrieved from https://ezproxy.simmons.edu/login?url=https://search-ebscohost-com.ezproxy.simmons.edu/login.aspx?direct=true&db=edsjsr&AN=edsjsr.20864995&site=eds-live&scope=site
- Tesdell, K. (2000). Evaluating public library service: The mystery shopper approach. Public Libraries, 39, 145. Retrieved from https://ezproxy.simmons.edu/login?url=https://search-ebscohost-com.ezproxy.simmons.edu/login.aspx?direct=true&db=lls&AN=502847464&site=eds-live&scope=site
- Trendsource. (2017). The history of mystery shopping: A timeline. Retrieved from http://trustedinsight.trendsource.com/trusted-insight-trends/the-history-of-mystery-shopping
- Urban Libraries Council. (n.d.) Mystery shop. Retrieved from http://www.urbanlibraries.org/mystery-shop-innovation-777.php?page_id =169
- Wilkins Jordan, M. (2005). What is your library's friendliness factor? Public Library Quarterly, 24, 81–99. doi:10.1300/J118v24n04_05
- Wilson, A. M. (1998). The use of mystery shopping in the measurement of service delivery. Service Industries Journal, 8, 148–163. Retrieved from https://ezproxy.simmons.edu/login?url=https://search-ebscohost-com.ezproxy.simmons.edu/login.aspx?direct=true&db=bth&AN=1594364&site=eds-live&scope=site
- Wrexham County Borough Council. (2010). Welsh Library service mystery shopper: Mystery shopper report. Wrexham, UK: Twelfth Man Ltd.