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A research approach to training: a case study of mystery guest methodology

Denise N. Anderson (Division of Sport Management, Recreation and Tourism, Bowling Green State University, Bowling Green, Ohio, USA)
David L. Groves (Division of Sport Management, Recreation and Tourism, Bowling Green State University, Bowling Green, Ohio, USA)
Julie Lengfelder (Division of Sport Management, Recreation and Tourism, Bowling Green State University, Bowling Green, Ohio, USA)
Dallen Timothy (Division of Sport Management, Recreation and Tourism, Bowling Green State University, Bowling Green, Ohio, USA)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 1 April 2001

4349

Abstract

Tests and analyzes a total quality management (TQM) methodology known as the mystery guest approach. The method involved the development of a research‐based approach to employee training by involving employees in the problem‐solving and strategic planning process. In this case study university student subjects were asked to participate in a focus group format which utilized the critical incidents, importance/performance analysis and planning effectiveness evaluation technique. Participants were organized to take a trip from Bowling Green, Ohio to Quebec City, Quebec with the itinerary including four major points of interest along the way and five on the return. Each point of interest was evaluated as a tourism experience for families. Findings revealed that participants developed their problem‐solving skills and improved their decision‐making abilities. It became apparent to the researchers that a research approach in training has the potential to be used in organizations to build employee loyalty, understanding and confidence.

Keywords

Citation

Anderson, D.N., Groves, D.L., Lengfelder, J. and Timothy, D. (2001), "A research approach to training: a case study of mystery guest methodology", International Journal of Contemporary Hospitality Management, Vol. 13 No. 2, pp. 93-102. https://doi.org/10.1108/09596110110381906

Publisher

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MCB UP Ltd

Copyright © 2001, MCB UP Limited

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