1. Berry, L.L. and Parasuraman, A. (1997), “Listening to the customer: the concept of a service‐quality information system”,Sloan Management Review, Vol. 38 No. 3, pp. 65‐76.
2. Czopak, V. (1998), “Using mystery shoppers to evaluate customer service in the public library”,Public Libraries, Vol. 37 No. 6, pp. 370‐1.
3. Dawson, J. and Hillier, J. (1995), “Competitor mystery shopping: methodological considerations ands implications for the MRS Code of Conduct”,Journal of the Market Research Society, Vol. 37 No. 4, pp. 417‐27.
4. Deane, G. (2003), “Bridging the value gap: getting past professional values to customer value in the public library”,Public Libraries, Vol. 42 No. 5, pp. 315‐19.
5. Mystery shopping programmes and human resource management