... training program as opposed to a librarian or library staff training program. Secret shopping Student training Mystery shoppers Customer service Training assessment Training Libraries In retail, market research companies are hired to evaluate the quality of service in stores. The market...

... at public service desks. Design/methodology/approach Mystery shopping exercises were conducted at both libraries during the 2008 spring and fall semesters. Trained mystery shoppers recorded staff behaviors and the answers given to their reference questions and open‐ended comments about their reference...