Award Date

Spring 2011

Degree Type

Professional Paper

Degree Name

Master of Hospitality Administration


Hotel Administration

First Committee Member

Clark Kincaid, Chair

Number of Pages



As mystery shopping becomes an increasingly popular tool to measure service quality, there is a need to ascertain its return of investment for the company. However, there is a paucity of academic research on the impact of mystery shopping results on a company’s sales performance. This professional paper develops a case study on two retail companies in Singapore which adopted and implemented mystery shopping to improve service quality and sales performance. The case study identifies the key service interventions implemented to improve mystery shopping results, and explores the relationship between mystery shopping results and sales performance. The findings in this paper will be of interest to both hospitality organizations and mystery shopping providers.


Customer services — Evaluation; Mystery shopping; Singapore; Stores; Retail


Business Administration, Management, and Operations | Business and Corporate Communications | International Business | Sales and Merchandising