Using mystery shopping as a methodology in improving internal organisational processes and client's satisfaction in the wedding industry
Paper focuses on the providing theoretical and practical background on the wedding industry, with a special emphasis on the recommendation for wedding event planners, reached through implemented field "mystery shopping" research methodology. Wedding industry becomes one of the leading segm...
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| Format: | Article |
| Language: | English |
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Srpsko udruženje za marketing
2024-01-01
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| Series: | Marketing (Beograd. 1991) |
| Subjects: | |
| Online Access: | https://scindeks-clanci.ceon.rs/data/pdf/0354-3471/2024/0354-34712403155H.pdf |
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| _version_ | 1850179734810394624 |
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| author | Hristov-Stančić Branislava Kovačević Igor Urošević Violeta |
| author_facet | Hristov-Stančić Branislava Kovačević Igor Urošević Violeta |
| author_sort | Hristov-Stančić Branislava |
| collection | DOAJ |
| description | Paper focuses on the providing theoretical and practical background on the wedding industry, with a special emphasis on the recommendation for wedding event planners, reached through implemented field "mystery shopping" research methodology. Wedding industry becomes one of the leading segments of the global events industry, with turnover of almost USD 220 billion only in the USA. Having this economic impact, it is necessary to understand that the wedding (as the form of event organisation) is becoming more and more complex process, and that complexity is driven by changes in the needs and wants of new generation of clients, and by changes in clients free time management in the life-work balance. On the case of the largest wedding organiser in Serbia, using the mystery shopping approach, it was possible to determine key areas of improvement internal wedding organiser process and to reach higher client's satisfaction. |
| format | Article |
| id | doaj-art-a154748d3bfb4d20a03be681658be800 |
| institution | OA Journals |
| issn | 0354-3471 2334-8364 |
| language | English |
| publishDate | 2024-01-01 |
| publisher | Srpsko udruženje za marketing |
| record_format | Article |
| series | Marketing (Beograd. 1991) |
| spelling | doaj-art-a154748d3bfb4d20a03be681658be8002025-08-20T02:18:25ZengSrpsko udruženje za marketingMarketing (Beograd. 1991)0354-34712334-83642024-01-0155315516210.5937/mkng2403155H0354-34712403155HUsing mystery shopping as a methodology in improving internal organisational processes and client's satisfaction in the wedding industryHristov-Stančić Branislava0https://orcid.org/0000-0002-1285-6485Kovačević Igor1https://orcid.org/0000-0003-3172-4418Urošević Violeta2Univerzitet u Beogradu, Ekonomski fakultet, Beograd, SerbiaUniverzitet u Beogradu, Ekonomski fakultet, Beograd, SerbiaUniverzitet u Beogradu, Ekonomski fakultet, Beograd, SerbiaPaper focuses on the providing theoretical and practical background on the wedding industry, with a special emphasis on the recommendation for wedding event planners, reached through implemented field "mystery shopping" research methodology. Wedding industry becomes one of the leading segments of the global events industry, with turnover of almost USD 220 billion only in the USA. Having this economic impact, it is necessary to understand that the wedding (as the form of event organisation) is becoming more and more complex process, and that complexity is driven by changes in the needs and wants of new generation of clients, and by changes in clients free time management in the life-work balance. On the case of the largest wedding organiser in Serbia, using the mystery shopping approach, it was possible to determine key areas of improvement internal wedding organiser process and to reach higher client's satisfaction.https://scindeks-clanci.ceon.rs/data/pdf/0354-3471/2024/0354-34712403155H.pdfeventswedding industrywedding organizermystery shopping |
| spellingShingle | Hristov-Stančić Branislava Kovačević Igor Urošević Violeta Using mystery shopping as a methodology in improving internal organisational processes and client's satisfaction in the wedding industry Marketing (Beograd. 1991) events wedding industry wedding organizer mystery shopping |
| title | Using mystery shopping as a methodology in improving internal organisational processes and client's satisfaction in the wedding industry |
| title_full | Using mystery shopping as a methodology in improving internal organisational processes and client's satisfaction in the wedding industry |
| title_fullStr | Using mystery shopping as a methodology in improving internal organisational processes and client's satisfaction in the wedding industry |
| title_full_unstemmed | Using mystery shopping as a methodology in improving internal organisational processes and client's satisfaction in the wedding industry |
| title_short | Using mystery shopping as a methodology in improving internal organisational processes and client's satisfaction in the wedding industry |
| title_sort | using mystery shopping as a methodology in improving internal organisational processes and client s satisfaction in the wedding industry |
| topic | events wedding industry wedding organizer mystery shopping |
| url | https://scindeks-clanci.ceon.rs/data/pdf/0354-3471/2024/0354-34712403155H.pdf |
| work_keys_str_mv | AT hristovstancicbranislava usingmysteryshoppingasamethodologyinimprovinginternalorganisationalprocessesandclientssatisfactionintheweddingindustry AT kovacevicigor usingmysteryshoppingasamethodologyinimprovinginternalorganisationalprocessesandclientssatisfactionintheweddingindustry AT urosevicvioleta usingmysteryshoppingasamethodologyinimprovinginternalorganisationalprocessesandclientssatisfactionintheweddingindustry |