Mystery shopping tests service and compliance

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  • Additional Information
    • Publication Information:
      Bank Marketing Assn.
    • Publication Date:
      1994
    • Abstract:
      An increasing number of banks are realizing the value of mystery shopping programs to their bottom line. Shopping surveys are now included in most compliance, training and sales programs, and are being used to help support marketing initiatives. They are also being employed in designing merit and reward programs, in establishing comparative measures for branches and in setting competitions to reach quality standards. Banks interested in implementing mystery shopping programs should avoid five things: measuring one dimension only, shopping without training, expecting perfection, frequently changing shoppers and ignoring the competition. They may also consider the successful strategies taken by such banks as CoreStates Financial Corp, Bank One Denver and First Security Corp. The mystery-shopping programs of these banks are discussed.
    • ISSN:
      0888-3149
    • Rights:
      Copyright 1994 Gale, Cengage Learning. All rights reserved.
      COPYRIGHT 1994 Bank Marketing Assn.
    • Accession Number:
      edsgcl.15232506
  • Citations
    • ABNT:
      MORRALL, K. Mystery shopping tests service and compliance. Bank Marketing, [s. l.], n. 2, p. 13, 1994. Disponível em: http://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=edsggo&AN=edsgcl.15232506. Acesso em: 27 out. 2020.
    • AMA:
      Morrall K. Mystery shopping tests service and compliance. Bank Marketing. 1994;(2):13. Accessed October 27, 2020. http://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=edsggo&AN=edsgcl.15232506
    • APA:
      Morrall, K. (1994). Mystery shopping tests service and compliance. Bank Marketing, 2, 13.
    • Chicago/Turabian: Author-Date:
      Morrall, Katherine. 1994. “Mystery Shopping Tests Service and Compliance.” Bank Marketing. http://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=edsggo&AN=edsgcl.15232506.
    • Harvard:
      Morrall, K. (1994) ‘Mystery shopping tests service and compliance’, Bank Marketing, p. 13. Available at: http://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=edsggo&AN=edsgcl.15232506 (Accessed: 27 October 2020).
    • Harvard: Australian:
      Morrall, K 1994, ‘Mystery shopping tests service and compliance’, Bank Marketing, no. 2, p. 13, viewed 27 October 2020, .
    • MLA:
      Morrall, Katherine. “Mystery Shopping Tests Service and Compliance.” Bank Marketing, no. 2, 1994, p. 13. EBSCOhost, search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=edsggo&AN=edsgcl.15232506.
    • Chicago/Turabian: Humanities:
      Morrall, Katherine. “Mystery Shopping Tests Service and Compliance.” Bank Marketing, 1994. http://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=edsggo&AN=edsgcl.15232506.
    • Vancouver/ICMJE:
      Morrall K. Mystery shopping tests service and compliance. Bank Marketing [Internet]. 1994 [cited 2020 Oct 27];(2):13. Available from: http://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=edsggo&AN=edsgcl.15232506