"MYSTERY SHOPPING" OF THE STATE SERVICES: THE METHOD'S APPLICATION PROBLEMS AND WAYS TO RESOLVE THEM

Abstract

This article carries the results of developing the «Mystery Shopping» method as adapted to the study of the quality of rendering civil services in contemporary Russia. The material deals with the fundamental problems facing a researcher at the pre-field and field stages of the research and sets the ways of their solution. It discovered specific features of the methods for the specific object under study. The work relies on the analysis of topical foreign sources and, therefore, the fundamentals of the method described therein can be used in the process of «Mystery Shopping» in commercial entities.