Do Mystery Shoppers Really Predict Customer Satisfaction and Sales Performance?

Blessing, Gerald; Natter, Martin

doi:10.1016/j.jretai.2019.04.001

Cited by 30 publications

(24 citation statements)

References 46 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Satisfaction is very essential for companies. Satisfaction is an essential factor to predict customers repurchase behavior in the future (McQuitty et al, 2000;Rita et al, 2019), determine market growth in the coming years (Iberahim et al, 2016), sales performance (Blessing & Natter, 2019), and firm profitability (Eugene W. Anderson et al, 1994). The organization makes customer satisfaction a measure of achieving customer expectations for the products offered (Iberahim et al, 2016).…”

Section: Customer Satisfactionmentioning

confidence: 99%

Does customers’ attitude toward negative eWOM affect their panic buying activity in purchasing products? Customers satisfaction during COVID-19 pandemic in Indonesia

Ardyan

Kurniawan

Istiatin

et al. 2021

Cogent Business & Management

View full text Add to dashboard Cite

Concerning the effect of the 2019 coronavirus novel (COVID-19) pandemic on the global economic situation, this study examines the impact of customer attitudes toward negative Electronic Word of Mouth (eWOM) in their panic buying activities and switching barriers on customer satisfaction. This study also used the Rational Choice Theory approach as a foundation to explain the current situation in Indonesia regarding customer purchasing decisions and satisfaction. The questionnaires were distributed online to 691 consumers in various cities in Indonesia. Data were analyzed using Partial Least Square Structural Equation Modeling (PLS-SEM). The results of this study indicate that the attitudes toward negative eWOM have an impact on increasing panic buying activity and brand switching. Finally, the relationship between buying activity as well as brand switching toward customer satisfaction has significance. The conclusions drawn in this study will contribute to studies or research regarding Rational Choice Theory.

show abstract

Section: Customer Satisfactionmentioning

confidence: 99%

Does customers’ attitude toward negative eWOM affect their panic buying activity in purchasing products? Customers satisfaction during COVID-19 pandemic in Indonesia

Ardyan

Kurniawan

Istiatin

et al. 2021

Cogent Business & Management

View full text Add to dashboard Cite

show abstract

“…The research conducted (Blessing & Natter, 2019), show that there is a difference between the customer survey and the mystery shopper findings. The findings show that the mystery shopper did not correlate with customer satisfaction.…”

mentioning

confidence: 85%

“…This method considered an excellent method toward the quality of the salesperson and also the quality of the service. Therefore the method conducted regularly (Blessing & Natter, 2019).…”

mentioning

confidence: 99%

Comparing the Tweet and the Experience. A Case Study @hrhbali 2019

2020

EJBM

View full text Add to dashboard Cite

Social media tweet is the marketing communication channel targeted to the consumers. The tweet @hrhbali, a luxurious hotel in Bali, analyzed and showed findings related to the dominant attribute proposed. This research was utilizing a mystery shopper to experience staying in the luxurious hotel and compare the attributes findings from the previous study to the experience of staying in the hotel. The results show that there are much detail and rich experiences compare with the previous research findings from the unstructured tweet dataset. This finding indicates that even though there is the right social media and channels of marketing communication, nevertheless, to deliver rich and detail experiences, stories should be written and delivered to netizen to improve the persuasiveness for the consumers to stay in the luxurious hotel.

show abstract

“…Scholarly research on mystery shopper studies includes more than 10,000 studies and assessments of this service assessment tool (Blessing and Natter, 2019;Erstad, 1998;Finn, 2001). In a useful large-scale mystery shopper study, Blessing and Natter (2019, forthcoming)…”

Section: Dramatic Turn Categories In Partial To Complete Service Breakdownsmentioning

confidence: 99%

Service breakdown prevention

Woodside

Caldwell

Calhoun

2020

IJCHM

View full text Add to dashboard Cite

Purpose This study defines service breakdowns, service breakdown prevention, and “servicide” as they relate to service-dominant logic. The study reviews relevant relevant literature on these three topics. This study categorizes real-life examples into five levels of dramatic turns toward service degradations and breakdowns that range from customer being aware but not mentioning service inadequacy to the service breakdown resulting in death of the customer or service provider. Taking initial steps in developing dramatic turn theory and improving the practice of service breakdown prevention are the major contributions of this study. Design/methodology/approach This study is a conceptual contribution that includes a dramatic turn role-playing exercise (at category 4 among five categories of dramatic turns for pedagogical/on-site enacting/practicing and training of service professionals. The study emphasizes and shows how to create and enact role-playing scenarios to increase requisite variety, provide training modules and increase skills/expertise in service enactment contexts. Findings Before explicit reviewing of the dramatic-turn performances, some of the participants as actors as well as audience members in role-play dramatic turns were quick to blame the customer behavior as the principal cause for the service breakdown. The study’s exposition stresses prevention of negative dramatic turns follows from experiencing and coaching a wide variety of customer and server interactions – achieving “richness” in enactments. Research limitations/implications Research on service breakdown prevention needs to include field experiments on the efficacy of training programs for effective management of dramatic turns. Practical implications Training of service workers and service managers in experiencing/participating in dramatic turns is likely to be beneficial in reducing the severe adverse outcomes and unintended consequences of service breakdowns. Prevention, not only service failure recovery, needs to be an explicit focus in hospitality management training and assessment. Social implications This study suggests tools and procedures to reduce the instances of the need for service breakdown recoveries. Originality/value The study calls attention and contributes a way forward in managing dramatic turns in hospitality service contexts. The study provides a nascent configurational theoretical foundation of dramatic-turn propositions. Given the severity of financial costs and loss of brand/firm reputation following the occurrence of extreme dramatic turns, a research focus on service breakdown prevention is necessary.

show abstract

Do Mystery Shoppers Really Predict Customer Satisfaction and Sales Performance?

Cited by 30 publications

References 46 publications

Does customers’ attitude toward negative eWOM affect their panic buying activity in purchasing products? Customers satisfaction during COVID-19 pandemic in Indonesia

Does customers’ attitude toward negative eWOM affect their panic buying activity in purchasing products? Customers satisfaction during COVID-19 pandemic in Indonesia

Comparing the Tweet and the Experience. A Case Study @hrhbali 2019

Service breakdown prevention

Contact Info

Product

Resources

About