r51due

下面为大家整理一篇优秀的essay代写范文- The mystery shopper，供大家参考学习，这篇论文讨论了神秘顾客。神秘顾客调查是通过购买产品、体验服务、业务咨询等行为，对事先设计的包括硬件、软件和人员服务等一系列问题，逐一进行评估或评定的一种调查方式。自从第一个神秘顾客出现以来，到今天差不多有70年了。随着服务行业的历史悠久，神秘顾客已经成为当今世界的热门工作，并为服务行业带来了巨大的利益。

Background information

It almost 70 years since the first mystery shopper appeared. With a long history in the service industry, mystery shoppers have become a popular job of the world now and do great benefits of the service industry. Recently mystery shopping in hotel industry has become a useful method that help the market research companies to evaluate the hotel industries (Stutts&Wortman, 2005).

The purpose of the research

The purpose of writing this paper is to help readers recognize the role of mystery shoppers in hotel management. To begin with, the author gives relevant information about mystery shopping in hotel followed by problems or challenges exists on this industry. In the following part, this paper gives you a clear picture of how to deal with the problems with industrial examples offered. At last, the authors give strong recommendations in terms of mystery shopping in hotel industry.

The scope of the research

There are some details of research question to help me establish the scope of the research. What is mystery shoppers in hotel management and how important for mystery shoppers in hotel management? What are the main problems of mystery shoppers in hotel industry? How to apply method to solve the problems? It needs a description of real example analysis to show the process of mystery shoppers so we can know the role of mystery shoppers in hotel management. How to improve mystery shoppers’ behavior in future hotel management?

A plan for the collection of appropriate information:

Mystery shopping was a technique used by private investigators to prevent employee theft - primarily at banks and retail stores(Enda, 2009). In the 1940’s, Wilmark started to use the term “mystery shopping” and to use the method of evaluating customer service(Guiloineau,2002). Nowadays, the mystery shopping industry had an estimated value of nearly $600 million in the United States in 2004, according to a 2005 report commissioned by the MSPA(Dugger, 2009).

Enda (2009) mentions that mystery shopping have two main purposes: Firstly, it is the action as a diagnostic tool to identify failings and weak points in an organization service part. Secondly, it develop and encourage service personnel by linking with reward and training mechanisms that assess the competitiveness of an organization’s service provision.

Hotel mystery shopping involves the use of a professional evaluator who is unknown to the hotel to be evaluated, visits a hotel and offers feedback relating to the customer service, employee attitudes, room cleanliness, clean rating and availability of needed items (Carlin, 2010). However, not all hotel mystery shopping evaluators work in-house. In fact, there are independent companies that hire hotel mystery shopping evaluators. These reports are generally brief and consist of several general questions relating to service and overall experience (Boothroyd, 2006).

To analysis this topic, I will choose qualitative research method analysis to mystery shopping within Chinese hotel management. Therefore, I also use qualitative strategy to get close the phenomena. The majority of data related the two interviews to help me understand the mystery shopping in hotel management that contributed to establish an awareness of mystery shoppers in Chinese hotel industry. Meanwhile, the qualitative analysis mainly focused on framing analyses which include analysing the linguistic within the context related to choose example to hotel mystery shopper areas.

Data Analysis

Through the earlier interviews for manager from luxury hotel, I know some basic information about mystery shoppers. The one interviewee thinks the mystery shopper is very important to the hospitality industry. First, it can motivate the employees’ passion because the hotel combines the employees’ performance with the rewards. Second, it can find the weaknesses for the services and the facilities through the customers’ aspect. Third, it can help the managers know the real situation of the hotel management.

Another important part of interview is the mystery shopping report. In mystery shopping report, mystery shoppers need to undertake a special task, which was that his detail experience would be written down in the ‘customer experience result report’ sent to the executive manager of the hotel. Through mystery shopper’s report, the manager could improve the hotel’s service quality to promote customer satisfaction pointed to the problematic aspects (McCabe, 2008).

An estimated time schedule for completion of the report

Literature review and model development     Completed

Designing question     Completed

Interview       XX

Data collection     XX

Data analysis XX

Generation of initial reports and conference submissions  XX

Development of submissions for academic journals     XX

Method of presentation

I will officially report to you all the data and conclusions. In my final report it will contain all of my subject research and analysis approximately 10-12 pages. I will submit to you by 30th of April.

A request for approval

I am writing request for an approval for the proposal which I have applied for the research.

I wish I spend 8 weeks in order to complete this research since such studies are heavily influenced by theoretical paradigms emerging from lodging studies, hotel management and related analysis. More importantly, the study of mystery shoppers can help me to improve my personal practice of hotel management in my professional development.

I would greatly appreciate your understanding in this matter.

XX

References – key papers for your research.

Alan T. Stutts&James Wortman. (2005). Hotel and Lodging Management: An Introduction. California: John Wiley & Sons.

Boothroyd, Jennifer. (2006). Benefits of Mystery shopping for secret shoppers.Issue 2.Page17 Lerner Publications.

Carlin, John. (2010). Hotel&Lodging Industry Mystery Shopping.Atlantic Books, Limited.

Dugger, Celia. (2009). Secret Shopping Companies in Hotels.The New York Times.Published: November 8, 2009.

Enda Larkin. (2009). How to Run a Great Hotel: Everything You Need to Achieve Excellence in the Hotel Industry. New York: How to Books.

Guiloineau, Jean. (2002). Secret Mystery shopping for Restaurants.California: North Atlantic Books.

51due留学教育原创版权郑重声明：原创留学生作业代写范文源自编辑创作，未经官方许可，网站谢绝转载。对于侵权行为，未经同意的情况下，51Due有权追究法律责任。主要业务assignment代写、essay代写、paper代写、留学生作业代写服务。

51due为留学生提供最好的留学生作业代写服务，亲们可以进入主页了解和获取更多essay代写范文 提供加拿大代写服务，详情可以咨询我们的客服QQ：800020041。-ZR