Mystery Shopping as a Strategic Management Practice in Multi-Site Service Firms

Zubanov, Nick; Heinz, Matthias; Block, Sidney; Friebel, Guido

Mystery Shopping as a Strategic Management Practice in Multi-Site Service Firms

Dateien

Zu diesem Dokument gibt es keine Dateien.

Datum

2023

Autor:innen

Zubanov, Nick

Heinz, Matthias

Block, Sidney

Friebel, Guido

DOI (zitierfähiger Link)

https://doi.org/10.5465/amproc.2023.15600abstract

Sammlungen

Wirtschaftswissenschaften

Publikationstyp

Zeitschriftenartikel

Publikationsstatus

Published

Erschienen in

Academy of Management Proceedings. Academy of Management. 2023(1). ISSN 0065-0668. eISSN 2151-6561. Available under: doi: 10.5465/amproc.2023.15600abstract

Zusammenfassung

Anonymous and unannounced worksite inspections known as ``Mystery Shopping'' (MS) are common in multi-site service firms, but little is known about the strategic importance of this practice. We conceptualize MS as a monitoring tool firms use to implement the optimal allocation of site resources between sales- and service-related activities in the presence of cross-site reputation spillovers, which is to maximize sales while maintaining service standards. Consistent with this view, data from three retail chains reveal (i) low variation in MS scores, (ii) little correlation of MS scores with sales, and iii) high correlation of sites' MS scores with the likelihood of their supervisors receiving incentive bonuses. Our findings are robust to different model specifications, and shed new light on a ubiquitous yet little-studied management practice.

Fachgebiet (DDC)

330 Wirtschaft

Zitieren

ISO 690

ZUBANOV, Nick, Matthias HEINZ, Sidney BLOCK, Guido FRIEBEL, 2023. Mystery Shopping as a Strategic Management Practice in Multi-Site Service Firms. In: Academy of Management Proceedings. Academy of Management. 2023(1). ISSN 0065-0668. eISSN 2151-6561. Available under: doi: 10.5465/amproc.2023.15600abstract

BibTex

@article{Zubanov2023-08Myste-67458,
  year={2023},
  doi={10.5465/amproc.2023.15600abstract},
  title={Mystery Shopping as a Strategic Management Practice in Multi-Site Service Firms},
  number={1},
  issn={0065-0668},
  journal={Academy of Management Proceedings},
  author={Zubanov, Nick and Heinz, Matthias and Block, Sidney and Friebel, Guido}
}

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Universitätsbibliographie

Ja

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Ja