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Erstad Margaret (1998). “Mystery shopping programmes and human resource management”,

International Journal of Contemporary Hospitality Management 10/1:34-38

Mayer, K.J. and Lesley, Johnson (2003). “Cusomter-based Assessment of Casino Atmospherics”,

UNLV Gaming Research & Review Journal 7: 21-31.

Schlossberg,H. (1991). “There’s no mystery in how to retain customers”, Marketing News, Vol.25

No. 3, 10.

http://www.asiamarketresearch.com/glossary/mystery-customer.htm

http://www.Urbino.net

http://www.statsoft.com/textbook/glosfra.html

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