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Mystery Shopping
 Kukla, Jiří ; Pilař, Ladislav (advisor) ; Balcarová, Tereza (referee)
This thesis is about research method mystery shopping, which is one of quantitative research methods. The functionality of the method was verified in practice - store evaluation, especially employee evaluation in three selected stores of the producer and seller of luxury clothing. The thesis is divided into two parts - theoretical and practical. The first part consists of a literature review with used literature and internet sources. The second part, a practical part is focused on a complete mystery shopping project creation beginning with preparation until its final part - the results evaluation and comparison. For the purpose of the project was necessary to create a scenario for mystery shopping check and also a survey. This pilot project was focused on evaluation of customer service in three selected stores - two in Prague, one of them in the city centre, and one shop in Brno. The results were then evaluated for each store separately and the results were compared between individual stores themselves. The overall results were used to make some recommendations primarily to improve customer service.
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See also: similar author names
5 Kukla, Jakub
5 Kukla, Jan
5 Kukla, Jaroslav
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