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Mystery Shopping and Well-being of Service Workers in South Korea
2019
Safety and Health at Work
Mystery shopping is a method in which a company monitors quality of service and employee conduct and compliance with regulations using an evaluator posing as a customer. It is a typical tool of customer-centered bureaucratic control insofar as it provides overall and standardized evaluation of intangible elements of customer service as well as physical elements of service environments. The purpose of this study is to examine how mystery shopping is related to the health status of service
doi:10.1016/j.shaw.2019.10.001
pmid:31890331
pmcid:PMC6933262
fatcat:h2sfouv4hbhknf4lp6x6mitvsq