Vol. 14 No. 2 (2023)
Studies

Expert Assessment of Certain Customer Service Behavioral Elements (Behavioral Mosaics) in the Light of Customer Expectations

PDF (Magyar)
András Durugy
Pázmány Péter Catholic University FHSS Institute of Psychology
DOI: https://doi.org/10.61177/HISZ.2023.14.2.2

Published 25-12-2023

Keywords

  • mystery shopping,
  • competence,
  • training,
  • development,
  • scale

Copyright (c) 2023 András Durugy

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Abstract

In this study I explore the development of observational aspects related to the observational competency assessment carried out by an expert, the so-called competency-based mystery shopping. The objective of the research related to the topic is to examine the method of mystery shopping for the purpose of competence measurement. In the article I focus on the problems of measurability and the possibilities of observation in the context of mystery shopping. In the course of the research, the behaviours expected of the customer service staff were determined, and the related behaviour mosaics, which enable a competency-based examination of the customer service performance.

PDF (Magyar)

References

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