Mystery Shopper Training in Tourism and Hospitality Education: An Interdisciplinary Approach

This paper puts forward two pedagogical initiatives involving practical research projects grounded in the MysteryShopper methodology. Designed to align with the evolving demands of hospitality and tourism management, these initiativesaimed to bridge theoretical learning with hands-on application, enabling students to develop essential managerial,observational, and evaluative competencies. By engaging as mystery guests in real-world restaurant settings and touristattractions, students assumed the role of consultants, identifying service inconsistencies and proposing evidence-basedimprovements within the scope of different courses. These initiatives emerged from a faculty-led project aimed at promotingpedagogical innovation and applied research, by fostering student engagement through relevant, experiential learning. Theysought to fulfil several pedagogical goals, including understanding the significance of the Mystery Guest approach, identifyingcriteria for service quality, and reinforcing theoretical knowledge from different subjects. Additionally, they emphasizedcollaborative learning, communication skill development, and interaction with industry stakeholders. In addition to framingthe methodology and providing examples within the scope of hospitality and tourism, authors outline the two initiatives –one focusing on restaurants and another on artists ateliers included in tourist itineraries – describing their implementationand reflecting on their affordances. Combining service training with observational research, both initiatives were successfulin involving students as both participant observers and active research agents in the design and implementation of evaluationtools, having highlighted the value of integrating applied research into tourism education, promoting critical thinking,reflective practice, and stronger alignment with market needs.