Mystery shopping as an instrument of management

The thesis deals with mystery shopping as an important instrument of management, through its application in the company BAŤA, a. s., specifically in the store BAŤA Praha - Letňany. The aim is to apply the mystery shopping, which checks and then evaluates the appearance and tidiness of store, conduct, behavior, appearance and neatness of staff and also the level of customer service and to find out if the technical factors of store and the way of employees behavior to regular customers in the store, may be the cause of lower sales compared with the same period in 2014. The aim is also to propose recommendations to streamline the management of staff to improve customer service and remove deficiencies of service and store, which provide another increase of sales, increase of customer satisfaction and customer loyalty. The thesis is divided into theoretical and practical part. The theoretical part explains the concepts of management and mystery shopping. This part also deals with the different levels of management, developmental concept of management, inclusion of MS within the management system, its usability, users and also the advantages and disadvantages of its use, its particular phases, techniques and, ultimately, as well as its efficiency and success. The practical part deals with the application of research methods in the form of mystery shopping on the company BAŤA, a. s. in all its phases. Based on the information that has been processed to evaluate results, was evaluated appearance and tidiness of store, personnel area and also these two areas have been evaluated overall. The practical part of the thesis includes also suggestions and recommendations for the company BAŤA, a. s