Exploring catering services quality using mystery shopping

Lončarić, Dina; Perišić Prodan, Marina; Župan, Dora

doi:10.20867/thi.26.8

Scientific paper - Original scientific paper

Exploring catering services quality using mystery shopping

In: Tourism and hospitality industry 2022 "Trends and Challenges" : Congress Proceedings. University of Rijeka, Faculty of Tourism and Hospitality Management, 2022. pp. 181-193. https://doi.org/10.20867/thi.26.8

Lončarić, Dina; Perišić Prodan, Marina; Župan, Dora

Cite this document

APA 6th Edition

Lončarić, D., Perišić Prodan, M. & Župan, D. (2022). Exploring catering services quality using mystery shopping. Tourism and hospitality industry 2022 "Trends and Challenges" : Congress Proceedings (pp. 181-193). University of Rijeka, Faculty of Tourism and Hospitality Management. doi: 10.20867/thi.26.8

MLA 8th Edition

Lončarić, Dina, et al. "Exploring catering services quality using mystery shopping." Tourism and hospitality industry 2022 "Trends and Challenges" : Congress Proceedings, University of Rijeka, Faculty of Tourism and Hospitality Management, 2022, pp. 181-193. https://urn.nsk.hr/urn:nbn:hr:191:200480

Chicago 17th Edition

Lončarić, Dina, Marina Perišić Prodan and Dora Župan. "Exploring catering services quality using mystery shopping." In Tourism and hospitality industry 2022 "Trends and Challenges" : Congress Proceedings, 181-193. University of Rijeka, Faculty of Tourism and Hospitality Management, 2022. Accessed 2025 February 20. https://urn.nsk.hr/urn:nbn:hr:191:200480

Harvard

Lončarić, D., Perišić Prodan, M. and Župan, D. (2022) 'Exploring catering services quality using mystery shopping', Tourism and hospitality industry 2022 "Trends and Challenges" : Congress Proceedings, University of Rijeka, Faculty of Tourism and Hospitality Management, pp. 181-193. Available at: https://urn.nsk.hr/urn:nbn:hr:191:200480 (Accessed 20 February 2025)

Vancouver

Lončarić D, Perišić Prodan M, Župan D. Exploring catering services quality using mystery shopping. Tourism and hospitality industry 2022 "Trends and Challenges" : Congress Proceedings. University of Rijeka, Faculty of Tourism and Hospitality Management; 2022. Pp. 181-193. [cited 2025 February 20] Available at: https://urn.nsk.hr/urn:nbn:hr:191:200480

IEEE

D. Lončarić, M. Perišić Prodan and D. Župan, "Exploring catering services quality using mystery shopping", Tourism and hospitality industry 2022 "Trends and Challenges" : Congress Proceedings University of Rijeka, Faculty of Tourism and Hospitality Management, 2022. [Online] Available at: https://urn.nsk.hr/urn:nbn:hr:191:200480 [Accessed: 20 February 2025]

Cite this item: https://urn.nsk.hr/urn:nbn:hr:191:200480

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Metadata

Title (english)	Exploring catering services quality using mystery shopping
Author	Dina Lončarić
Author	Marina Perišić Prodan
Author	Dora Župan
Author's institution	University of Rijeka Faculty of Tourism and Hospitality Management
Scientific / art field, discipline and subdiscipline	SOCIAL SCIENCES Economics
Abstract (english)	Purpose – The purpose of this paper is to present mystery shopping as a method for evaluating the quality of catering services. Design/ Methodology/ Approach – The paper is based on desk and field research. A literature review and empirical research were conducted, including 72 catering facilities in the Republic of Croatia. The quality of restaurant, bar and hotel services was investigated. Mystery shoppers used a semi- structured form as a research instrument and evaluated the quality of services according to 36 criteria classified into seven categories. Findings – The research results are encouraging, although there is room for improvement in some categories. The categories Bill and farewell of the guest and Staff and service were rated the best. The worst ratings were given in the Location of the catering facility category. Mystery shoppers also gave 47 suggestions for improving the quality of services. Originality of the research – This research complements existing scientific research on mystery shopping in tourism and hospitality. It also has significant practical value because it clearly shows how, with relatively little effort, the service quality of a catering facility can be examined, and opportunities for improvement can be identified.
Language	english
Publication type	Scientific paper - Original scientific paper
Publication status	Published
Peer review	Peer review - international
Publication version	Published version
Publication title	Tourism and hospitality industry 2022 "Trends and Challenges" : Congress Proceedings
Numbering	pp. 181-193
p-ISSN	2623-7407
DOI	https://doi.org/10.20867/thi.26.8
URN:NBN	urn:nbn:hr:191:200480
Publication	2022
Conference	Title: 26th Biennial International Congress Tourism & Hospitality Industry - Trends and Challenges Location: Opatija, Croatia Start date: 2022-10-21 End date: 2022-10-21 Assembly type: Lecture
Document URL	https://thi.fthm.hr/images/proceedings/2022/Loncaric_Perisic_Prodan_Zupan.pdf
Type of resource	Text
Publisher	University of Rijeka, Faculty of Tourism and Hospitality Management
Access conditions	Open access
Terms of use
Created on	2025-02-18 14:10:16