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http://hdl.handle.net/10397/38853
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 Questionnaire 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. | URI: | http://hdl.handle.net/10397/38853 | ISBN: | 9623673515, 9789623673518 |
Appears in Collections: | Conference Paper |
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