Mystery Shopping In Tourism Companies

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dc.contributor Robledo Camacho, Marco Antonio Fernández Pomar, Laura 2017-11-16T08:24:32Z 2017-11-16T08:24:32Z 2017-11-16
dc.description.abstract [eng] The main point of this case study is to put in context quality and many issues that are around this concept and, more concretely, how to control quality in tourism companies using a tool or strategy called mystery shopping. It has been evolving and it still does. To illustrate the term of mystery shopping a little bit more, I have been mystery shopper for two days, trying to analyze the quality of a hotel, during a two days’ stay. I have prepared a questionnaire in order to evaluate its quality. There have been many positive things, but all in all the total hotel experience has not been that good. At the end the results obtained have been analyzed and I have exposed some suggestions in order to improve the quality of the hotel. The conclusion is that it is so easy to make a mistake and, because of that, damage the image and the total experience of your customer. In tourism companies the tool of mystery shopping is very interesting and useful and it will continue evolving as well as quality concept does. ca
dc.language.iso eng ca
dc.subject.classification Matèries generals UIB::Turisme i hoteleria ca
dc.title Mystery Shopping In Tourism Companies ca
dc.type info:eu-repo/semantics/bachelorThesis ca
dc.subject.keywords quality ca
dc.subject.keywords customer ca
dc.subject.keywords need ca
dc.subject.keywords hotel ca
dc.subject.keywords service ca
dc.subject.keywords improve ca

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