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

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.