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Exploring catering services quality using mystery shopping
U: Tourism and hospitality industry 2022 "Trends and Challenges" : Congress Proceedings. University of Rijeka, Faculty of Tourism and Hospitality Management, 2022. str. 181-193. https://doi.org/10.20867/thi.26.8
Lončarić, Dina; Perišić Prodan, Marina; Župan, Dora

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

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, str. 181-193. https://urn.nsk.hr/urn:nbn:hr:191:200480

Lončarić, Dina, Marina Perišić Prodan i Dora Župan. "Exploring catering services quality using mystery shopping." U Tourism and hospitality industry 2022 "Trends and Challenges" : Congress Proceedings, 181-193. University of Rijeka, Faculty of Tourism and Hospitality Management, 2022. Citirano 19.02.2025.. https://urn.nsk.hr/urn:nbn:hr:191:200480

Lončarić, D., Perišić Prodan, M. i 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, str. 181-193. Preuzeto s: https://urn.nsk.hr/urn:nbn:hr:191:200480 (Datum pristupa: 19.02.2025.)

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. Str. 181-193. [pristupljeno 19.02.2025.] Dostupno na: https://urn.nsk.hr/urn:nbn:hr:191:200480

D. Lončarić, M. Perišić Prodan i 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] Dostupno na: https://urn.nsk.hr/urn:nbn:hr:191:200480 [Citirano: 19.02.2025.]

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Podaci o radu
Naslov (engleski)Exploring catering services quality using mystery shopping
AutorDina Lončarić
AutorMarina Perišić Prodan
AutorDora Župan
Autorova ustanovaSveučilište u Rijeci
Fakultet za menadžment u turizmu i ugostiteljstvu
Znanstveno / umjetničko
područje, polje i grana		DRUŠTVENE ZNANOSTI
Ekonomija
Sažetak (engleski)
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.
Jezikengleski
Vrsta publikacijeZnanstveni rad - Izvorni znanstveni rad
Status objaveObjavljen
Vrsta recenzijeRecenziran - međunarodna recenzija
Verzija publikacijeObjavljena verzija rada (izdavačev PDF)
Naslov zbornikaTourism and hospitality industry 2022 "Trends and Challenges" : Congress Proceedings
Brojčani podacistr. 181-193
p-ISSN2623-7407
DOIhttps://doi.org/10.20867/thi.26.8
URN:NBNurn:nbn:hr:191:200480
Datum objave publikacije2022
SkupNaziv: 26th Biennial International Congress Tourism & Hospitality Industry - Trends and Challenges
Lokacija: Opatija, Hrvatska
Datum početka: 2022-10-21
Datum završetka: 2022-10-21
Vrsta izlaganja: Predavanje
URL dokumentahttps://thi.fthm.hr/images/proceedings/2022/Loncaric_Perisic_Prodan_Zupan.pdf
Vrsta resursaTekst
IzdavačUniversity of Rijeka, Faculty of Tourism and Hospitality Management
Prava pristupaOtvoreni pristup
Uvjeti korištenjaIkona licence Zaštićeno autorskim pravom.
Datum i vrijeme pohrane2025-02-18 14:10:16