Design and Testing of an Air Force Services Mystery Shopping Program.

Abstract

Base level Air Force Services' lodging and foodservice activities use limited service quality measurement tools to determine customer perceptions of service quality. These tools, specifically management observation and customer comment cards, do not provide a complete picture of service quality. Other service quality measurement methods such as mystery shopping are rarely used. Bases do not consider using mystery shopping programs because of the significant resources required to start the program. This project designed and tested a mystery shopper program for the US Air Force foodservice and lodging programs at Wright-Patterson AFB, OH as a prototype for other bases. Background The use of mystery shoppers to evaluate customer service experiences is widely used in commercial foodservice and hotel industries. Many companies "shop" their properties with inhouse programs while others contract an independent company to perform the shopping.

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Document Details

Document Type
Technical Report
Publication Date
Nov 01, 1998
Accession Number
ADA361730

Entities

People

  • Justin W. Hall

Organizations

  • Purdue University

Tags

Communities of Interest

  • Biomedical
  • Human Systems

DTIC Thesaurus Topics

  • Accuracy
  • Air Force
  • Air Force Facilities
  • Basic Programming Language
  • Commerce
  • Computer Programming
  • Computer Programs
  • Computers
  • Contractors
  • Contracts
  • Customer Services
  • Electronic Mail
  • Employment
  • Literature Surveys
  • Measurement
  • Personnel Management
  • Spreadsheet Software

Readers

  • Aerospace Research.
  • Educational Psychology
  • Environmental Impact Assessment (EIA) of Proposed Air Force Base Actions.