Özet:
This study aims to inform about applications of mystery shopping which are used as
a means of performance evaluation and whose significance increases gradually nowadays
and to evaluate conditions of an effective mystery shopping management in terms of
human resources.
In tourism enterprises in which servers’ performance directly relies on quality of
service, evaluation of servers’ performance and amelioration of the process of service are
quite substantial so as to preclude troubles in these processes. From the point of tourism
enterprises, applications of mystery shopper are efficient methods that provide to increase
and measure performance of servers.
Applications and management of mystery shopping are considerable vehicles for
investigating servers’ perceptions profoundly. The results obtaining from this research
contribute to both increase of a server’s performance and a client’s satisfaction.
In this study, it has been attempted to put forth that applications of mystery shopping
can be significant stimulants in terms of servers’ process of development by performing an
application in four and five star hotel enterprises located in Antalya.
