"隨著國民所得的提高以及人民生活型態的改變，顧客的消費意識日漸抬頭，對服務業者所提供之服務水準比過往更為要求，國內近年來，一連串如塑化劑、萊克多巴胺（瘦肉精）、沙丁胺醇、含鋁膨鬆劑的食品安全問題，以及今年鼎王用料不實事件，已經引起國內消費者在選擇餐飲時更加地謹慎。「神秘客調查方法」採用構面方式進行查核，以一般消費者心態進行匿名調查，除了能達到服務業者應具備的服務流程標準化的稽核目的外，主要能夠清楚看出業者的服務管理策略實施成效以及即時發現背後的問題等管理意涵，即為本研究的動機與研究目的。
本研究以質化研究的深度訪談方法，依研究目的設定深度訪談對象，以國內現行「已實施」與「未實施」神秘客調查方法的連鎖餐飲業者，針對「經營管理主管」及「餐飲服務單位店長」兩個面向管理者的專業經驗，研討管理者對於「神秘客調查方法」實施於餐飲業的看法，如何透過「神秘客調查方法」達到企業管理目的，對企業競爭力、服務品質提升力以及企業策略執行力的影響。
本研究依據深度訪談結果分析，「神秘客調查方法」適合實施在餐飲業者，其推動對業者的服務品質提升有正面的影響，並且可以貫徹總部對企業策略執行的成效性。而「神秘客調查方法」結果與業者的財務營收績效並沒有絶對性資訊說明其影響性。
國內餐飲業者之企業競爭優勢不同，未實施「神秘客調查方法」業者，多數以加強SOP教育訓練，來維持並確保服務品質，而研究結果發現「神秘客調查方法」是可以強化企業競爭力是否維持的因素之一。已實施「神秘客調查方法」業者除了肯定稽核的效果對企業經營管理的正面影響性，更多強調重視執行神秘客調查人員的專業性與顧客經驗性，以期回饋更具企業管理之參考價值。"

"Following the improvement of national income and lifestyle, Customer has higher expectation about the quality of service provided in Catering industry than former times. After many food safety issues happened in recent years including Plasticizer, Ractopamine, Salbutamol, Aluminium in Bulking Agents and Raw material problem in Tripodking, Customer is more cautious and careful on choosing food and beverage. The purpose of this dissertation is aimed to use Mystery Shopper Survey with some dimensions based on general customers’ mentality and anonymous survey to audit the effectiveness of management strategy and standard operation procedures in the Catering industry, and also find out any potential problems of business strategy.
This dissertation is based on In-depth interviewing of qualitative research method. Interviewers are invited from some food-chain restaurants in Taiwan and divided into two groups – Mystery Shopper Survey Implemented and Mystery Shopper Survey Not Implemented. There are two dimensions in the survey including Executive Management and Shop Manager divided by management experiences. This dissertation is aimed to find out the perceptions from management team about Mystery Shopper Survey implementation in Catering Industry and how to leverage Mystery Shopper Survey to improve competitiveness, quality of service, and effectiveness of business strategy to achieve business goal.
According to interview result analysis, Mystery Shopper Survey is applicable in Catering Industry. There is positive impact to improve the quality of service and effectiveness of business strategy initiated by head quarter if Mystery Shopper Survey is implemented. However, Mystery Shopper Survey could not be proved to have relative impact to financial performance with sufficient data.
With different competitive advantages among Catering Industry in Taiwan, companies without Mystery Shopper Survey may rely on standard operation procedures and trainings to maintain the quality of service. According to the survey result in this dissertation, Mystery Shopper Survey is one of key factors to improve business competitiveness. Companies with Mystery Shopper Survey have recognized audit results with positive impact to business strategy but they may also expect that Mystery Shopper needs to improve professionalism and customer experience provide more applicable feedback to business strategy."

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