Performans değerleme aracı olarak gizli müşteri uygulamaları ve yönetimi; 4 ve 5 yıldızlı otel işletmeleri örneği

Abstract

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.