Mystery Shopping and Well-Being of Service Workers in South Korea.

ABSTRACT:

Background

Mystery shopping is a method in which a company monitors quality of service and employee conduct and compliance with regulations using an evaluator posing as a customer. It is a typical tool of customer-centered bureaucratic control insofar as it provides overall and standardized evaluation of intangible elements of customer service as well as physical elements of service environments. The purpose of this study is to examine how mystery shopping is related to the health status of service workers in South Korea.

Methods

Data from semistructured interviews with 15 workers were collected from January to April 2019 to obtain information on service worker experiences with mystery shopping. Data were analyzed using the constant comparison method.

Results

Mystery

SUBMITTER: Shin H 

PROVIDER: S-EPMC6933262 | biostudies-literature | 2019 Dec

REPOSITORIES: biostudies-literature