Komparace zákaznického servisu dvou lázeňských společností pomocí metody mystery shopping

Abstract

This Master's thesis is about the evaluation of customer services using the Mystery Shopping method. The first part includes information about consumer behavior, employee performance evaluations and a detailed description of the Mystery Shopping method. The second part describes the process of evaluation of customer services in companies Teplice nad Bečvou Spa and Luhačovice Spa which is the main objective of this project. Using the results of the research and their analysis, it was suggested measures to improve the present situation.