International service quality (the validity of a mystery shopper) - Essay Example

Download file to see previous pages The benefits and drawback, strategic issues in hospitality organizations and recommendations which are later followed by possible improvements suggested with the help of the quality control tool.
As the competitiveness kept on rising in the market economy the companies had to come-up with strategies that would always take it to higher position and retain it. The welfare of a company is based on the products it offers, the quality of the products and the main concentration rests upon customer satisfaction. As customers are treated to be the major factor for a company's expansion, there was a necessity to gather feedback and conduct surveys on its own services. The procedure of gathering information in feedback sheets and then appointing few analysts was a lengthier process and was also vulnerable to inappropriate results. This very issue was addressed by appointing a Mystery Shopper. A Mystery Shopper basically makes a purchase at one of the company outlet as a customer (Cybershoppers.co.uk, nd). The services that he was provided with are considered as a feedback to the quality of service at the company's outlet. These results play a vital role in evaluating the company's functioning and helps in stimulating a progress.
One of the golden strategies followed by the emperors ca...
The services that he was provided with are considered as a feedback to the quality of service at the company's outlet. These results play a vital role in evaluating the company's functioning and helps in stimulating a progress.
Validity of a Mystery Shopper
One of the golden strategies followed by the emperors can be implemented to obtain the right feedback i.e. by disguising oneself and then checking out the functioning yourself. But these days it is almost impossible to perform this act on our own because of time constraints, so the best way is to appoint a person who can work for the client. But appointing an employee who does, the inspection periodically would always leave an opportunity for the particular outlet of the company to set things right overnight. In the instant generation an approximate of six hours is sufficient to change the complete look of the outlet with the help of instant tools. To avoid such situations and tampering of the reports by some corrupt employees a Mystery Shopper would be the best solution. An approximate of $1 billion is invested in the Mystery Shopping strategy per annum through out the world (Maret, 2005).
There is another issue wherein the customers do not wish to spend time on the feedback forms or would try and avoid any sort of personal contacts to invest their time in some other activity than to speak up for the problem and elaborate on it. The easiest way out for a customer would be to pretend that the services are good and avoid further contacts (Mystery-shoppers.co.uk, nd). It basically concentrates the quality of customer services which is the best strategy to gain a grip over the competitors in the market economy though the quality and cost of the product are almost equivalent. Mystery ...Download file to see next pagesRead More