Design and Testing of an Air Force Services Mystery Shopping Program

摘要

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.