Describe the form of service research known as mystery shopping and discuss its potential benefits to service organizations.
What will be an ideal response?
To conduct mystery shopping, companies hire outside research organizations to send people into service establishments and experience the service as if they were customers. The mystery shoppers are trained in the criteria important to the customers of the establishment. They deliver objective assessments about the service performance by completing questionnaires about service standards, or in other cases, open-ended questions that have a qualitative feel to them. Mystery shoppers are often used to evaluate the performance of individual employees in a single service encounter. For example, at a restaurant, mystery shoppers might have a meal and complete a questionnaire about the servers, the restaurant itself, and the food. Mystery shopping can keep workers on their toes because they know that they may be evaluated at any time. Mystery shopping programs can be used as an element in compensation and reward systems. Mystery shopping can be a very effective way of reinforcing service standards.
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Which of the following procedures most likely would provide an auditor with evidence about whether an entity's internal control is suitably designed to prevent or detect material misstatements?
A. Observing the entity's personnel applying the controls. B. Vouching a sample of transactions directly related to the controls. C. Performing analytical procedures using data aggregated at a high level. D. Scanning the journals produced by the internal control system.
Allenby Spares Inc is a shop that sells spare automotive parts from various manufacturers. A customer buys a faulty brake manufactured by TurboDiezel Inc from Allenby Spares and is involved in an accident caused by the faulty brake in his vehicle
Which of the following is true of this situation? A) Allenby Spares cannot be held strictly liable since the brake was manufactured by TurboDiezel. B) TurboDiezel cannot be held strictly liable as the company is not the seller in this case. C) Neither Allenby nor TurboDiezel can be held strictly liable for the faulty brake. D) Allenby Spares can be held strictly liable for the faulty brake as it is part of the distribution chain.
Using whatever resources you have to save money while you are getting your business started is referred to as which of the following?
a. seed money b. guerilla startup c. penny pinching d. skeletal startup
The ________ is an extreme change in the supply position upstream generated by a small change in demand downstream
Fill in the blank(s) with the appropriate word(s).