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Keywords: Service delivery systems
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Journal Articles
International Journal of Contemporary Hospitality Management (1998) 10 (1): 34–38.
Published: 01 February 1998
... Customer service Customer surveys Human resource management Service delivery systems Mystery shopping is a research technique that has frequently been used in the financial services sector, the fast food sector, and most recently in the hotel sector. In the 1970s, between 25 to 35 per cent...
