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March 1, 2026International Journal of Services and Operations Management0 citations

Leveraging Mystery Shopping for Enhancing Customer Service, Staff Performance and Operational Efficiency: a Study of Retail Stores in Bangalore

GLGloria Antonitta LoboPSProf Deepti Shetty

Key Points

  • The central aim is to investigate how mystery shopping can enhance customer service and staff performance in retail environments.
  • Conducted mystery shopping assessments to evaluate customer service quality
  • Analyzed staff performance metrics based on mystery shopping results
  • Assessed operational efficiency measures in retail stores
  • Identified key areas for improvement in customer service based on evaluations
  • Demonstrated enhanced staff performance through targeted feedback from mystery shopping
  • Showed increased operational efficiency as a direct outcome of implemented changes

Abstract

Inderscience is a global company, a dynamic leading independent journal publisher disseminates the latest research across the broad fields of science, engineering and technology; management, public and business administration; environment, ecological economics and sustainable development; computing, ICT and internet/web services, and related areas.

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Cite This Study

Lobo et al. (2025) studied this question.

synapsesocial.com/papers/69a3d830ec16d51705d2ecdchttps://doi.org/10.1504/ijsom.2025.10076612
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