Título/Resp.:	Mystery shopper research : when properly used a powerful tool for monitoring and correcting service levels in travel agencies / Eric Sondervan, Ad Schalekamp
Autor(es):	Sondervan, Eric; Schalekamp, Ad
Publicação:	[S.l.: s.n.]
IN:	Seminar on travel and tourism in transition, Dublin (Ireland) 29th-31st May 1991, p.143-158; 5202.10
Assunto(s):	Serviços turísticos; Qualidade; Agências de viagens