Abstract
Mystery shopping: a serious method of gathering performance data; an alternative to appraisal; or little more than management snooping on staff? Is it really an effective new tool for coaching employee performance improvement, or yet more foolish nonsense?
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Reference
Ford, R., Latham, G. and Lennox, G. (2011) “Mystery shoppers: a tool for coaching employee performance improvement”, Organizational Dynamics, 40, 157–64.
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© 2012 Adrian Furnham
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Furnham, A. (2012). Mystery shoppers. In: The Engaging Manager. Palgrave Macmillan, London. https://doi.org/10.1057/9781137273871_33
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DOI: https://doi.org/10.1057/9781137273871_33
Publisher Name: Palgrave Macmillan, London
Print ISBN: 978-1-137-27386-4
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