Analysis of Mystery Shoppers Program as a Benchmark of Service Culture at Shopping Center "X"

DOI

10.2991/bcm-17.2018.10How to use a DOI?

Keywords

Mystery Shopping; Shoping Center; Service Culture

Abstract

Mystery Shopping program becomes options for Shopping center to do appraisal directly to tenant, employee and stake holders inside and outside organization. This program can be used as base in applying marketing strategy to be applied, also as indicator of application of service culture RATER is run by Shopping center "X". This research uses descriptive analysis method with library research which found that to be considered in this program is objectivity assessment by Mystery Shopper which can be overcome by hiring third party or consultant to do Mystery Shopping. The assessment sheet also becomes one of the determinants of the effectiveness of the program. This program is basically a shopping center management business to maintain the quality of service in the competition with similar industry.

Copyright

© 2018, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Azizi Algi
AU  - Eduard Lukman
PY  - 2018/02
DA  - 2018/02
TI  - Analysis of Mystery Shoppers Program as a Benchmark of Service Culture at Shopping Center "X"
BT  - Proceedings of the 4th Bandung Creative Movement International Conference on Creative Industries 2017 (4th BCM 2017)
PB  - Atlantis Press
SP  - 55
EP  - 59
SN  - 2352-5428
UR  - https://doi.org/10.2991/bcm-17.2018.10
DO  - 10.2991/bcm-17.2018.10
ID  - Algi2018/02
ER  -