Advanced Search

Journal Navigation

Journal Home

Subscriptions

Archive

Contact Us

Table of Contents

CiteULike is a free service for managing and discovering scholarly references - click here to get started.

Sign In to gain access to subscriptions and/or personal tools.
Journal of Service Research
This Article
Right arrow Full Text (PDF)
Right arrow References
Right arrow Alert me when this article is cited
Right arrow Alert me if a correction is posted
Services
Right arrow Email this article to a friend
Right arrow Similar articles in this journal
Right arrow Alert me to new issues of the journal
Right arrow Add to Saved Citations
Right arrow Download to citation manager
Right arrowRequest Permissions
Right arrow Request Reprints
Right arrow Add to My Marked Citations
Citing Articles
Right arrow Citing Articles via HighWire
Right arrow Citing Articles via Google Scholar
Right arrow Citing Articles via Scopus
Google Scholar
Right arrow Articles by Finn, A.
Right arrow Search for Related Content
Social Bookmarking
Add to CiteULike   Add to Complore   Add to Connotea   Add to Del.icio.us   Add to Digg   Add to Reddit   Add to Technorati   Add to Twitter  
What's this?

Mystery Shopper Benchmarking of Durable-Goods Chains and Stores

Adam Finn

University of Alberta

With increased attention being paid to retail performance, a considerable amount of academic work has been devoted to the assessment of retail services. This work has moved beyond an initial reliance on classical test theory methods to the more managerially relevant perspective provided by generalizability theory and begun to compare the quality of data provided by customers with that collected by mystery shoppers. However, initial work on mystery shopping is limited to the evaluation of individual retail outlets, not retail chains, and to convenience-goods retailers, where personal selling is of only minor importance. This article examines the psychometric quality of mystery shopping data for retail chains and durable-goods retailers. At issue are whether more visits are required to evaluate retail chains than individual stores and whether the more extended period of sales interaction characteristic of durable retailing increases or reduces the number of shopper visits needed to make reliable decisions when evaluating retailers.

Journal of Service Research, Vol. 3, No. 4, 310-320 (2001)
DOI: 10.1177/109467050134004
Add to CiteULike CiteULike   Add to Complore Complore   Add to Connotea Connotea   Add to Del.icio.us Del.icio.us   Add to Digg Digg   Add to Reddit Reddit   Add to Technorati Technorati   Add to Twitter Twitter    What's this?


This article has been cited by other articles:


Home page
 Journal of Service ResearchHome page
A. Finn
Doing a Double Take: Accounting for Occasions in Service Performance Assessment
Journal of Service Research, May 1, 2007; 9(4): 372 - 387.
[Abstract] [PDF]