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Description
  • Mystery shopping is a research method that is based of the principle of so-called secret shopping. During the research there is observed the sellers? behaviour and also the time spent waiting, comprehensibility, form and the realization of the offer, interior, atmosphere, visage and the neatness of seller and other features which can influence the success of selling process. Within the first part of our paper is characterized the definition of mystery shopping, mystery shopping process and individual stages of realization of mystery shopping. Separate chapter presented advantages and disadvantages and limitations of mystery. The second part underlines meaning of ethics code as a professional services instrument of mystery shopping.
  • Mystery shopping is a research method that is based of the principle of so-called secret shopping. During the research there is observed the sellers? behaviour and also the time spent waiting, comprehensibility, form and the realization of the offer, interior, atmosphere, visage and the neatness of seller and other features which can influence the success of selling process. Within the first part of our paper is characterized the definition of mystery shopping, mystery shopping process and individual stages of realization of mystery shopping. Separate chapter presented advantages and disadvantages and limitations of mystery. The second part underlines meaning of ethics code as a professional services instrument of mystery shopping. (en)
  • Mystery shopping je výzkumná metoda, jejíž princip vychází z tzv. utajeného nákupu, pomocí kterého je zjišťována úroveň prodeje a připravenost jednotlivých prodejních míst nebo pracovníků na příchod či telefonické oslovení potenciálním zákazníkem. Během výzkumu se sleduje nejen chování prodejců, ale rovněž i doba čekání, srozumitelnost, forma a provedení nabídky, interiér, atmosféra, vzhled a upravenost prodejce a další jevy, které ovlivňují úspěšnost prodejního procesu. V úvodu článek charakterizuje pojem mystery shopping a prezentuje 3 základní fáze procesu mystery shoppingu. V samostatné kapitole jsou uvedeny základní výhody a nevýhody mystery shoppingu v procesu zajišťování kvalitní péče o zákazníky u firem poskytujících služeb. V druhé části článku je zdůrazněna úloha etického kodexu jako základního nástroje profesionálního poskytování služeb mystery shoppingu. (cs)
Title
  • Ethics Code as a professional services instrument of mystery shopping
  • Etický kodex jako nástroj profesionálního poskytování služeb mystery shoppingu (cs)
  • Ethics Code as a professional services instrument of mystery shopping (en)
skos:prefLabel
  • Ethics Code as a professional services instrument of mystery shopping
  • Etický kodex jako nástroj profesionálního poskytování služeb mystery shoppingu (cs)
  • Ethics Code as a professional services instrument of mystery shopping (en)
skos:notation
  • RIV/70883521:28120/08:63507738!RIV09-MSM-28120___
http://linked.open...avai/riv/aktivita
http://linked.open...avai/riv/aktivity
  • V
http://linked.open...vai/riv/dodaniDat
http://linked.open...aciTvurceVysledku
http://linked.open.../riv/druhVysledku
http://linked.open...iv/duvernostUdaju
http://linked.open...titaPredkladatele
http://linked.open...dnocenehoVysledku
  • 366581
http://linked.open...ai/riv/idVysledku
  • RIV/70883521:28120/08:63507738
http://linked.open...riv/jazykVysledku
http://linked.open.../riv/klicovaSlova
  • Mystery Shopping; Mystery Coaching; Ethics Code (en)
http://linked.open.../riv/klicoveSlovo
http://linked.open...ontrolniKodProRIV
  • [2FB9E546A8C1]
http://linked.open...v/mistoKonaniAkce
  • Zlín
http://linked.open...i/riv/mistoVydani
  • Zlín
http://linked.open...i/riv/nazevZdroje
  • Mezinárodní Baťova konference pro doktorandy a mladé vědecké pracovníky
http://linked.open...in/vavai/riv/obor
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http://linked.open...cetTvurcuVysledku
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http://linked.open...iv/tvurceVysledku
  • Staňková, Pavla
http://linked.open...vavai/riv/typAkce
http://linked.open.../riv/zahajeniAkce
number of pages
http://purl.org/ne...btex#hasPublisher
  • Univerzita Tomáše Bati ve Zlíně
https://schema.org/isbn
  • 978-80-7318-663-0
http://localhost/t...ganizacniJednotka
  • 28120
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