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Title: The study of developing mystery shopper questionnaire for Hong Kong fashion retailers
Authors: Chan, AP
Chu, WC 
Wong, CK
Leung, CS
Keywords: Mystery shoppers
Fashion retailer
Measurement techniques
Issue Date: 2002
Source: IFFTI International Conference 2002 : Fashion and Textiles : the New Frontiers : Design, Technology and Business : 7-9 November 2002, Hong Kong, p. 962-968 How to cite?
Abstract: Mystery shoppers program has been used in many industries as a kind of measurement technique for assessing the performance of the store and front-line operations. It is also recognized as one of the significant tools for improving service quality. However, most studies do not provide clear guidelines for constructing a mystery shopper questionnaire in an objective way. In this paper, the important guidelines on the development of the questionnaire in the mystery shopper program are described and a conceptual framework for developing the questionnaire is also discussed.
ISBN: 9623673515, 9789623673518
Appears in Collections:Conference Paper

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