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Service work is often differentiated from manufacturing by the interactive labor workers perform as they come into direct contact with customers. Service organizations are particularly interested in regulating these interactions because they are a key opportunity for developing quality customer service, customer retention, and ultimately generation of sales revenue. An important stream of sociological literature focuses on managerial attempts to exert control over interactions through various techniques including routinization, standardization, and surveillance. Scripting is a common method of directing workers’ behavior, yet studies show that workers are extremely reluctant to administer scripts, judging them to be inappropriate to particular interactions or because they undermine their own sense of self. This paper examines a panoptic method of regulating service workers, embodied in undercover corporate agents who patrol employee’s adherence to scripts. How do workers required to recite scripts for customers respond to undercover control? What does it reveal about the nature of interactive labor? In-depth interviews with interactive workers in a range of retail contexts reveal that they mobilize their own interactional competence to challenge the effects of the panoptic, as they utilize strategies to identify and adapt to these “mystery shoppers,” all the while maintaining their cover. The paper shows the limits on control of interactive workers, as they maintain their own socialized sense of civility and preserve a limited realm of autonomy in their work.

The purpose of this paper is to examine what mystery shopping is, why it is used and how mystery customers are trained and how the information collected is fed back to the client organisation.

The approach was to use an online survey of mystery shoppers compares the reality of the situation with the best practice identified from the extant literature.

The main outcome was that results identify good and bad practices in all areas of the process and guidelines for the recruitment, training and monitoring of mystery shoppers are proposed including in-depth training in all aspects of the job.

A sample of 85 mystery shoppers was used and only in the UK. It would be interesting to widen this out internationally.

Mystery shoppers are used worldwide by services to evaluate the performance of their front-line people and processes but are their evaluations valid and reliable? This research identifies good and bad practice which should help managers to design their training for mystery shoppers.

The paper addresses a gap in the literature on the perceptions of mystery shoppers.

This study aims to focus on whether and furthermore how aesthetics-based mystery affects consumers’ responses toward relevant products.

Three experimental studies are reported. In Studies 1–2, smartphone ad flyers varying in mystery and non-mystery styles were adopted. A total of 187 undergraduate participants were recruited in Study 1 and 245 undergraduate participants in Study 2. In Study 3, a total of 193 participants who work in a range of businesses were recruited and wristwatch ad flyers were adopted.

Findings demonstrate that consumers are more willing to pay for products promoted via mystery appeal (versus non-mystery). Such positive impacts occur through consumers’ high-end perceptions of the products. Concrete, rather than abstract, verbal description of quality product features facilitate the impact of mystery appeal on consumer purchase decisions.

The findings advance an extant understanding of mystery appeal in advertising. It is among the first few to demonstrate that high-end product perceptions carry over the positive influence of mystery on consumers. This research is enlightening by suggesting an incongruity effect between pictorial stimuli and verbal information in the advertisement. This study’s scope is limited to visual mystery-evoking stimuli and Chinese participants.

When marketers/advertisers promoting products/brands with high prices, aesthetics-based mystery appeal should be considered as an effective option. This appeal is implicated as effective across gender. Moreover, visual mystery-evoking stimuli, combined with a concrete (not abstract) verbal description of product features should be optimal in promoting products.

The findings contribute to the limited empirical research on the influence processes of aesthetics-based mystery appeal. Different from the intuition, it is suggested that incongruity between visual and verbal stimuli in mystery ads that enhances the positive effect of mystery appeal.

To explore and evaluate the evidence about the effectiveness of “mystery shopping” as a technique for service evaluation in the public library system of one country.

A critical summary and review of the literature in this field. Interviews with public librarians in New Zealand who have used mystery shopping.

Demonstrates that there were three major reasons for using this method of customer service evaluation in the libraries under consideration: improving process, improving staff behaviours, and benchmarking with similar organisations. In practice, objectives were mixed, with some data being used for process improvement, and other elements of the mystery shopping used to assess library staff performance. Staff reactions were initially negative, but changed after they saw that the assessment was positive.

This examination of a particular form of service evaluation shows that it offers a narrow, very specific description of customer service that can be used in conjunction with broader forms of assessment such as customer satisfaction surveys. Offers insights into the value of this particular form of research methodology at the same time as showing the need for it to be used in conjunction with broader research techniques.

The paper can be used for thoughtful and practical guidance on the use of a specialised but powerful tool for library and information service evaluation.

This paper acts as a useful source of information for practitioners with a commitment to using research techniques for real‐life service enhancement, while also establishing that there is a sound academic basis for this research method, if implemented appropriately. The suggestions for how mystery shopping can be used to best advantage by the profession in future are of particular worth.

Mystery shopper programmes are defined as a tool for evaluating and improving customer service. The development and implementation of a mystery shopper programme is discussed as a sequence of related steps closely linked to human resource management and employee involvement. The process begins with setting the objectives of the programme and ends with rewarding behaviour and implementing change. Employee participation is seen as paramount to the success of the programme in all stages of its development. This involvement avoids shoppers being seen as spies by employees. Employees need to know what points they will be evaluated on and the expected company standards of performance. The results of shopping programmes should be used to provide diagnostic information on service delivery rather than as performance appraisals of individual employees.

The purpose of this paper is to describe and analyse a methodology for studying the practice of logistics and supply chain management (SCM), namely the mystery methodology.

Many SCM and logistics researchers share methodological presuppositions concerning the “reality status” that are usually unspoken and deviating from presuppositions of the methodology here investigated. By proposing an alternative methodology, the paper stimulates further ideas that will advance the discussion of research methodologies in SCM.

The methodology facilitates exploration and elaboration of anomalies in theory and in practice. The mystery construction process facilitates SCM research in three ways: as a consistent methodology for practice research; for learning and responsiveness to new insights; and with the problem of bounding the case.

The methodology is delimited by its constructivist/interpretivist assumptions in order to provide accurate representations. It makes possible richer insights into, and the meaning of, SCM phenomena in which social action can be understood in an intelligible way.

Construction of mysteries opens up for learning during the research process by refining the research question and the literature base. Under the assumption that the researcher is knowledgeable about the literature in a variety of areas, the methodology implies rigour and relevance in SCM research.

This paper is grounded in contemporary supply chain integration problems and develops the discipline further with its alternative approach in which practice of action is in focus.

The aim of this paper is to document how two university libraries determined whether mystery shopping is an effective and statistically feasible instrument for evaluating customer service at public service desks.

Mystery shopping exercises were conducted at both libraries during the 2008 spring and fall semesters. Trained mystery shoppers recorded staff behaviors and the answers given to their reference questions and open‐ended comments about their reference experience. Using ClinTools, Excel, and Atlas.ti, the authors conducted a meta‐analysis of the data.

Mystery shopping is an effective method for evaluating customer service in libraries. The shoppers observed staff behaviors that were generally in line with the libraries' guidelines, but their comments revealed suggestions for improvement. When the behavior rubric results were combined with the comments, the authors learned that shoppers were somewhat unsatisfied.

The results are approximate since the two instruments used were not identical, requiring the combination of common elements with some loss of accuracy. In this study, the authors used meta‐analysis to compensate for the differences in the instruments. However, another solution would be to create one instrument for both institutions that contained common elements for inter library comparison and local elements for local customization.

Other libraries can adapt this mystery shopping methodology and data analysis to measure customer service in their libraries.

No other study of mystery shopping has included the questionnaires used at both institutions, the aggregated data, and the method of analysis for meaningful evaluation.

The purpose of this paper is to share how the concept of organizational justice could help to explore employee satisfaction with the mystery shopping appraisal system.

The research was conducted at a fast-food restaurant chain located in Russia. Data were collected through an online-questionnaire distributed among all 516 chef-cashiers of the 86 restaurants of the chain located in Saint Petersburg. The questionnaire consisted of 17 closed-ended and one open-ended questions.

Violations of norms of procedural, distributive, and informational justice were identified. The majority of the chief-cashiers thought that the norms of interpersonal justice were met.

The paper also discusses how training and development professionals could use the concept of organizational justice to improve employee satisfaction with a mystery shopping appraisal process. The results collected through the questionnaire can be used in at least two ways: to implement structural changes in the process and to determine and address training needs of three groups of employees.

Perceptions of organizational justice predict employee satisfaction with different aspects of a performance appraisal system. This paper is first to explore how the concept of organizational justice could be useful in evaluating employee satisfaction with such performance appraisal method as mystery shopping.

This paper reports on a programme of research in the UK aimed at examining the role of mystery shopping in the measurement and management of service quality. The research focused on the views of the senior managers responsible for commissioning mystery shopping research and the directors of market research agencies responsible for the provision of such research. The research findings identify the main uses of mystery shopping in the UK and the methods used to maximise the reliability of the technique. The study also discovers that organisations rarely integrate mystery shopping results with other measures of service delivery performance.

Quality in foodservices has become essential, and new methodological ways of determining service quality enable a better representation of service processes and help to increase revisits. This paper focuses on the foodservice context and explores the relationship between staff-related service dimensions, atmosphere, food quality and revisit in a full-service setting.

This study combines an often neglected mystery guest approach with partial least square–structural equation modeling (PLS-SEM) to shed more light on customers' service perceptions. The mystery guest approach has been updated with a digitally supported smartphone questionnaire (e-mystery) that provides more reliable results since previous measurements experienced difficulties of feasibility in time-limited settings (N = 247).

The findings of this study confirm the direct effects of the service quality dimensions reliability, attentiveness and atmosphere on revisit intention and highlight the mediating role of food quality. In detail, the findings showed significant results for service employees' reliability and attentiveness and underlined the role of atmosphere for revisit intention.

The contribution of this paper supplements that mystery guest approaches represent a reliable alternative to convenience sampling, especially in combination with a digitally supported questionnaire (e-mystery). Thereby, this paper suggests the further application of e-mystery for the hospitality and tourism industry. In terms of implications, this study highlights the importance of securing food quality by fostering specialized schools and training programs for career starters. Since the findings stress the importance of service quality and atmosphere, managers need to ensure that employees are trained in culturally sensitive communication and services to excel in service-related dimensions.