השוואת שיטות

	Mystery Shopping Audit	LODGSERV Lodging Service Quality Index
תחום	Tourism	Tourism Hospitality
משפחה	Process / pipeline	Latent structure
שנת המקור	1998	1990
הוגה השיטה	Alan M. Wilson	Bonnie Knutson; Pete Stevens; Colleen Wullaert; Mark Patton; Fumito Yokoyama
סוג	Covert field-observation pipeline for measuring service-delivery standards	Multi-item service-quality expectations index
מקור מכונן	Wilson, A. M. (1998). The use of mystery shopping in the measurement of service delivery. The Service Industries Journal, 18(3), 148-163.	Knutson, B., Stevens, P., Wullaert, C., Patton, M., & Yokoyama, F. (1990). LODGSERV: A Service Quality Index for the Lodging Industry. Hospitality Research Journal, 14(2), 277-284.
כינויים	Mystery Guest Audit, Secret Shopper Audit, Service Delivery Audit, Covert Service Observation	LODGSERV, Lodging Service Quality Index, Hotel Expectation Service Quality Index, Lodging SERVQUAL
קשורות	3	4
תקציר	A mystery shopping audit measures how service is actually delivered by sending trained assessors who pose as ordinary customers to experience and objectively record a service encounter against predefined standards. Alan Wilson's 1998 work set out how this covert method differs from satisfaction surveys: rather than capturing what customers feel, it captures what frontline staff and facilities actually do, scored against an explicit checklist of observable behaviors and conditions. Because the assessor is incognito, the audit reveals the routine, unguarded service the typical guest receives. The approach draws conceptually on service-encounter research such as Bitner, Booms, and Tetreault's study of the specific behaviors that make encounters favorable or unfavorable, grounding the audit instrument in the moments that matter most in hospitality.	LODGSERV is a 26-item index developed by Knutson, Stevens, Wullaert, Patton, and Yokoyama in 1990 to measure consumers' expectations of service quality in the hotel experience. Building directly on the SERVQUAL framework, it organizes lodging expectations into the five generic service-quality dimensions — tangibles, reliability, responsiveness, assurance, and empathy — and was reported with a high internal-consistency reliability of 0.92. LODGSERV was one of the first industry-specific adaptations of SERVQUAL and served as the methodological forerunner to the restaurant-focused DINESERV from the same research group. It gives hoteliers a validated way to capture what guests expect from a stay and to structure those expectations for comparison with delivered performance.