@incollection{,
	
					
					
					52F8E78457991853DCBC2C71DE962464
				,
	author={{S. SuneethaDevi} and {Prof. A. VidhyadharaReddy} and {Padala Rama Reddi College of Commerce and Management}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1621117
}

@book{b0,
	
	
		,
	author={{
			JE GBateson
		}}
		,
	title={{Managing Services Marketing}}
				Orlando, FL
		
			,
	publisher={Dryden Press}
			,
	year={1992}
		
	
	,
	note={2nd ed.}

}

@incollection{b1,
	
	
		,
	title={{Problems of inference and proof in participant observation}}
		,
	author={{
			HSBecker
		}}
	
	
		,
	journal={{American Sociological Review}}
		
			23
			6
			
			,
	year={1958}
		
	

}

@incollection{b2,
	
	
		,
	title={{The service-quality puzzle}}
		,
	author={{
			LLBerry
		} and {
			AParasuraman
		} and {
			VZeithaml
		}}
		
		
	
	
		,
	journal={{Business Horizons}}
		
			
			,
	year={1988. September/October}
		
	

}

@book{b3,
	
	
		,
	title={{The Application of Mystery Shopper in Measuring the Service Quality of Hotel Telephone Reservation -A case Study of a Resort Hotel}}
		,
	author={{
			HZChen
		}}
		
			,
	year={2005}
			,
	address={Taipei}
		
		
			National Dong Hwa University
		
	
	,
	note={Unpublished Master theses}

}

@incollection{b4,
	
	
		,
	title={{A Study on Satisfaction of Emergency-Room Patients in one Regional Teaching Hospitals}}
		,
	author={{
			LChen
		}}
	
	
		,
	journal={{Show Chwan Medical Journal}}
		
			4
			2
			
			,
	year={2003. Apr}
		
	

}

@incollection{b5,
	
	
		,
	title={{The Completeness of Patient Satisfaction Questionnaires of Emergency Departments: A Literature Review Approach}}
		,
	author={{
			WKChen
		} and {
			YTChung
		} and {
			YCCheng
		} and {
			KCNg
		}}
		
		
		
	
	
		,
	journal={{Mid-Taiwan Journal of Medicine}}
		
			8
			
			,
	year={2003. Dec}
		
	
	,
	note={Commemorative}

}

@incollection{b6,
	
	
		,
	title={{The Reliability and Validity of Objective Measures of Customer Service}}
		,
	author={{
			JohnGDawes
		} and {
			ByronSharp
		}}
		
	
	
		,
	booktitle={{Mystery Shopping}}
				
			,
	year={2000}
		
	

}

@incollection{b7,
	
	
		,
	title={{}}
	
	
		,
	journal={{Australasian Journal of Market Research}}
		
			8
			1
		
	

}

@incollection{b8,
	
	
		,
	title={{Competitor Mystery Shopping: Methodological Considerations and Implications for MRS Code of Conduct}}
		,
	author={{
			JDawson
		} and {
			JHillier
		}}
		
	
	
		,
	journal={{Journal of the Market Research Society}}
		
			37
			4
			
			,
	year={1995. Oct}
		
	

}

@incollection{b9,
	
	
		,
	title={{Mystery shopper benchmarking of durable-goods chains and stores}}
		,
	author={{
			AFinn
		}}
	
	
		,
	journal={{Journal of Service Research}}
		
			3
			4
			
			,
	year={2001}
		
	

}

@incollection{b10,
	
	
		,
	title={{Unmasking a Phantom: A Psychometric Assessment of Mystery Shopping}}
		,
	author={{
			AFinn
		} and {
			UKayande
		}}
		
	
	
		,
	journal={{Journal of Retailing}}
		
			75
			2
			
			,
	year={1999}
		
	

}

@incollection{b11,
	
	
		,
	title={{Paradoxes of public sector customer service}}
		,
	author={{
			JEFountain
		}}
	
	
		,
	journal={{Governance}}
		
			14
			1
			
			,
	year={2001}
		
	

}

@incollection{b12,
	
	
		,
	title={{Roles in sociological field observations}}
		,
	author={{
			RLGold
		}}
	
	
		,
	journal={{Social Forces}}
		
			36
			3
			
			,
	year={1958}
		
	

}

@book{b13,
	
	
		,
	title={{Innovative marketing strategies and organisation structures for service firms}}
		,
	author={{
			CGrönroos
		}}
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	editor={Berry, L.L., Shostack, G.L. and Upah, G.D.}
		
			,
	year={1983}
			,
	publisher={American Marketing Association}
			,
	address={Chicago, IL}
		
	
	,
	note={Emerging Perspectives in Services Marketing}

}

@book{b14,
	
	
		,
	title={{The public encounter}}
		,
	author={{
			CTGoodsell
		}}
		
			,
	year={1981}
			,
	publisher={Indiana University Press}
			,
	address={Bloomington}
		
	

}

@incollection{b15,
	
	
		,
	title={{Observational data collection methods for services marketing: An overview}}
		,
	author={{
			SJGrove
		} and {
			RFisk
		}}
		
	
	
		,
	journal={{Journal of the Academy of Marketing Science}}
		
			,
	year={1992}
		
	

}

@incollection{b16,
	
	
		,
	title={{Observational data collection methods for services marketing: An overview}}
		,
	author={{
			SJGrove
		} and {
			RFisk
		}}
		
	
	
		,
	journal={{Journal of the Academy of Marketing Science}}
		
			20
			
			,
	year={1992}
		
	

}

@book{b17,
	
	
		,
	title={{Collecting Qualitative Data}}
		,
	author={{
			GuestGreg
		} and {
			NameyEmily
		} and {
			EMitchell Marilyn
		} and {
			L
		}}
		
		
		
		
			,
	year={2013}
			,
	publisher={Sage Publications}
		
	

}

@book{b18,
	
	
		,
	title={{}}
		,
	author={{
			JFHair
		} and {
			RPBush
		} and {
			DJOrtinau
		}}
		
		
		
			,
	year={2003}
		
	

}

@book{b19,
	
	
		,
	title={{Marketing Research: Within a Changing Information Environment}}
				Boston, McGraw-Hill Irwin
		
	
	,
	note={2nd ed.}

}

@incollection{b20,
	
	
		,
	title={{the importance of customer satisfaction in organisational transformation: a case of a Dutch temporary employment agency}}
		,
	author={{
			MHesselink
		} and {
			AWiele
		} and {
			Van Der
		} and {
			PBoselie
		}}
		
		
		
		ERS-2002-60-ORG
	
	
		,
	journal={{ERIM Report Series Research in Management}}
		
			,
	year={2002}
		
	

}

@incollection{b21,
	
	
		,
	title={{Mystery Shopping: In-Depth Measurement of Customer Satisfaction}}
		,
	author={{
			MHesselink
		} and {
			TWiele
		} and {
			Van Der
		}}
		
		
		ERS-2003-020-ORG
	
	
		,
	journal={{Erasmus Report Series Research in Management}}
		
			,
	year={2003}
		
	

}

@book{b22,
	
	
		,
	title={{Managing Services}}
		,
	author={{
			CHLovelock
		}}
		
			,
	year={1988}
			,
	publisher={Prentice-Hall}
			,
	address={Englewood Cliffs, NJ}
		
	

}

@book{b23,
	
	
		,
	title={{Sociology: a global introduction}}
		,
	author={{
			John J &Macionis
		} and {
			KennethPlummer
		}}
		
		
			,
	year={2005}
		
	
	,
	note={3rd ed)}

}

@incollection{b24,
	
	
		,
	title={{}}
		,
	author={{
			HallPearson Prentice
		}}
	
	
		,
	journal={{Harlow Management Approach}}
		
			,
	publisher={Wiley}
		
	
	,
	note={2nd ed}

}

@book{b25,
	
	
		,
	title={{Designing qualitative research}}
		,
	author={{
			Catherine&Marshall
		} and {
			GretchenBRossman
		}}
		
		
			,
	year={1989}
			,
	publisher={Sage}
			,
	address={Newbury Park, CA}
		
	

}

@book{b26,
	
	
		,
	title={{Learning Why We Buy: An Experiential Project for the Consumer Behavior Course Journal of Marketing Education}}
		,
	author={{
			&Morgan
		} and {
			Mccabe
		}}
		
		
			,
	year={August 1. 2012}
			34
			
		
	

}

@book{b27,
	
	
		,
	title={{Creating and sustaining a superior customer service organization}}
		,
	author={{
			JPoisant
		}}
		
			,
	year={2002}
			,
	address={Westport, CT}
		
	

}

@book{b28,
	
	
		,
	title={{Selling New Homes the Easy Way, Sage. London}}
		,
	author={{
			JRouleau
		}}
		
			,
	year={2007}
			17
		
	

}

@book{b29,
	
	
		,
	title={{Mystery shopping as a service quality improvement tool: Developing a comprehensive program for an economy motel chain thesis}}
		,
	author={{
			LSchultz
		} and {
			Robyn
		}}
		
		
			,
	year={1997}
		
	

}

@book{b30,
	
	
		,
	title={{Service Intelligence, www.serviceintelligence.com/ pdf/mysteryshopping-vs-customer feedback}}
		
	

}

@incollection{b31,
	
	
		,
	title={{Services Context: An Empirical Examination}}
	
	
		,
	journal={{International Journal of Service Industry Management}}
		
			8
			5
			
		
	

}

@book{b32,
	
	
		,
	title={{Participant observation}}
		,
	author={{
			JPSpradley
		}}
		
			,
	year={1980}
			,
	publisher={Harcourt Brace College Publisher}
			,
	address={Orlando}
		
	

}

@incollection{b33,
	
	
		,
	title={{You felt like lingering?" Experiencing "real" service at the winery tasting room}}
		,
	author={{
			JoannaSteve Charters
		} and {
			NicolaFountain
		} and {
			Fish
		}}
		
		
	
	
		,
	journal={{Journal of travel research}}
		
			,
	year={Dec 2008}
			,
	publisher={SAGE publications}
		
	

}

@incollection{b34,
	
	
		,
	title={{Effects of Actual Waiting Time, Perceived Waiting Time, Information Delivery, and Expressive Quality on Patient Satisfaction in the Emergency Department}}
		,
	author={{
			DAThompson
		} and {
			PRYarnold
		} and {
			DRWilliams
		} and {
			SLAdams
		}}
		
		
		
	
	
		,
	journal={{Annals of Emergency Medicine}}
		
			28
			6
			
			,
	year={1996. Dec}
		
	

}

@incollection{b35,
	
	
		,
	title={{The role of mystery shopping in the measurement of service performance}}
		,
	author={{
			AMWilson
		}}
	
	
		,
	journal={{Managing Service Quality}}
		
			8
			6
			
			,
	year={1998}
		
	

}

@incollection{b36,
	
	
		,
	title={{Mystery shopping: Using deception to measure service performance}}
		,
	author={{
			AMWilson
		}}
	
	
		,
	journal={{Psychology & Marketing}}
		
			18
			7
			
			,
	year={2001}
		
	

}

@incollection{b37,
	
	
		,
	title={{Public Transport: The role of mystery in investment decisions}}
		,
	author={{
			AMWilson
		} and {
			Gutmann
		}}
		
	
	
		,
	journal={{Journal of the Market Research Society}}
		
			40
			4
			
			,
	year={1998}
		
	

}

@incollection{b38,
	
	
		,
	title={{Public Transport: The role of mystery in investment decisions}}
		,
	author={{
			AMWilson
		} and {
			Gutmann
		}}
		
	
	
		,
	journal={{Journal of the Market Research Society}}
		
			40
			4
			
			,
	year={1998}
		
	

}

@book{b39,
	
	
		,
	title={{Customer Needs and Satisfaction Survey}}
		,
	author={{
			CCYang
		}}
		
			,
	year={2002}
			,
	address={Taipei}
		
		
			SGS Taiwan Limited
		
	

}

@book{b40,
	
	
		,
	title={{Delivering quality service; balancing customer perceptions and expectations}}
		,
	author={{
			VAZeithaml
		} and {
			AParasuraman
		} and {
			LLBerry
		}}
		
		
		
			,
	year={1990}
			,
	publisher={The Free Press}
			,
	address={New York}
		
	

}

@book{b41,
	
	
		,
	author={{
			WGZikmund
		} and {
			BJBabin
		} and {
			JCCarr
		} and {
			MGriffin
		}}
		
		
		
		,
	title={{Canada: South-Western Cengage Learning}}
				
			,
	year={2010}
		
	
	,
	note={Business researched methods}

}