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From research to case study: The Next Generation of Hotel Mystery Shoppers from the Perspective of Gen Z

Hans Hagglund & Bendegül Okumuş

Journal of Hospitality & Tourism Cases2025https://doi.org/10.1177/21649987251314619article
ABDC C
Weight
0.37

What the paper says

This case study presents results from a longitudinal mystery shopping study conducted between 2020 and 2023. Data was collected from Gen Z hospitality and tourism students aged between 18 and 25 with part-time and full-time work experience in the hospitality and tourism industry. They visited various hotels across the United States and examined 25 service standards. Our research revealed the operational performance of hotels, the dynamics of interactions between guests and employees, and the specific expectations of Gen Z. This case study provides valuable insights into the rapidly evolving hotel industry in the U.S. from the perspective of Gen Z.

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https://doi.org/https://doi.org/10.1177/21649987251314619

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@article{hans2025,
  title        = {{From research to case study: The Next Generation of Hotel Mystery Shoppers from the Perspective of Gen Z}},
  author       = {Hans Hagglund & Bendegül Okumuş},
  journal      = {Journal of Hospitality & Tourism Cases},
  year         = {2025},
  doi          = {https://doi.org/https://doi.org/10.1177/21649987251314619},
}

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From research to case study: The Next Generation of Hotel Mystery Shoppers from the Perspective of Gen Z

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Evidence weight

0.37

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.16 × 0.4 = 0.06
M · momentum0.53 × 0.15 = 0.08
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.