JANKAL, Radoslav; JANKALOVÁ, Miriam. Mystery shopping − the tool of employee communication skills evaluation. Business: Theory and Practice, [S. l.], v. 12, n. 1, p. 45–49, 2011. DOI: 10.3846/btp.2011.05. Disponível em: https://journals.vilniustech.lt/index.php/BTP/article/view/8850. Acesso em: 10 may. 2025.