Enhancing Event Quality Through Mystery Shopping: Integrating Theoretical and Practical Perspectives
Year: 2025
Type: conference-paper
Abstract: While the SERVQUAL model by Parasuraman et al. (1988) provides a robust framework for assessing service qualitythrough dimensions such as tangibles, reliability, responsiveness, assurance, and empathy, its practical application to liveevents remains underexplored. Pine and Gilmore's (1998) concept of the "experience economy" underscores the importanceof creating memorable customer experiences. However, traditional methods often fail to capture detailed and objectiveinsights. Deming's (2000) Plan-Do-Check-Act (PDCA) cycle emphasises continuous improvement, aligning well with themystery shopping method, which offers actionable feedback in refining event planning and execution for this case. However,there is a lack of research on how mystery shopping can be systematically applied to evaluate and enhance live eventexperiences. Furthermore, while Kotler et al. (2016) highlight the importance of effective customer feedback mechanisms,there is a gap in understanding how mystery shopping can provide granular insights from initial contact to post-event followup,thereby supporting continuous improvement and addressing SERVQUAL dimensions. Solomon (2019) stresses the needto understand consumer behaviour, particularly given the significant financial and emotional investments involved in events.Nevertheless, there is limited research on how real-time observations of behaviour and interactions, as captured throughmystery shopping, can be utilised to improve the event experience. This study aims to fill these gaps by exploring how studentengagement and cooperation in the mystery shopping process can enhance the evaluation and quality of live events acrossall phases of the customer journey. The research followed a structured methodology based on Morrison et al. (1997) andCurri-Mehmeti (2020), starting with brainstorming and defining the objectives of the mystery shopping experiment in April2024. The study evaluated events from the customer journey perspective, covering pre-event, arrival, during-event, andpost-event phases. Specific evaluation criteria were developed, and a Webropol online survey with 28 questions, including12 open-ended ones, was used to gather detailed feedback. Six voluntary participants from LAB University of AppliedSciences were recruited and trained as mystery shoppers. They evaluated various events in South Karelia, providing insightsinto service quality, customer experience, and operational efficiency. The data collection spanned from June to August 2024,with students submitting evaluations and photos to verify their attendance. This methodology ensured comprehensive andactionable feedback for event organisers while offering students practical learning opportunities. Findings indicate thatmystery shopping yields objective feedback on customer experiences, guiding strategic decisions and enhancing training. Itidentifies behaviours affecting customer satisfaction and promotes continuous improvement. Using technology can furtherenhance feedback accuracy. This study shows that mystery shopping is an effective tool for evaluating and improving eventservice quality, offering actionable insights for organisers and enriching students' learning experiences by linking theory withreal-world applications.
Authors: Johanna Heinonen, Maria Murto
Language: English
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W4409464074