This thesis deals with the evaluation of the quality of service in a selected subject, which is travel agency Čedok, Inc. In the first part of the thesis the theoretical starting-points and characterized terms related to the issue of service quality are defined. To obtain information regarding the literature search was used literature and other resources freely available in electronic and printed character. The second part includes a description of the company and analysis of the current state of the services provided by travel agencies using the methods of observation and survey. The method of Mystery Shopping uncovers weaknesses and is used as a feedback for further development. In the end of the thesis, there are some recommendations suggested for the company to improve service quality and increase customer satisfaction.

Master thesis deals with analysis of sales practices of Independent Beauty Consultants in a selected company. The aim of the thesis is to evaluate the sales practices of Independent Beauty Consultants at Mary Kay company and to propose optimization recommendations. The thesis is divided into free parts: theoretical, methodological and practical. The theoretical part is based on literature and describes the qualities of a professional salesperson and an effective process of personal selling. The methodological part defines the target group and explains the application of the chosen methods such as: personal interview, questionnaire survey and mystery shopping. The practical part focuses on Independent Beauty Consultants and analyzes their sales practices. Optimization recommendations are proposed on the basis of the findings of research.

The aim of the paper is to render the usage possibilities overview of the marketing survey method called Mystery shopping in testing the service quality provided to customers. The outputs of the survey should provide the information about organizational process' weaknesses and qualities used in contact with the customer. Based on these findings, the entity is enabled to accept such steps as to improve the quality of the services provided.

The thesis deals with mystery shopping as an important instrument of management, through its application in the company BAŤA, a. s., specifically in the store BAŤA Praha - Letňany. The aim is to apply the mystery shopping, which checks and then evaluates the appearance and tidiness of store, conduct, behavior, appearance and neatness of staff and also the level of customer service and to find out if the technical factors of store and the way of employees behavior to regular customers in the store, may be the cause of lower sales compared with the same period in 2014. The aim is also to propose recommendations to streamline the management of staff to improve customer service and remove deficiencies of service and store, which provide another increase of sales, increase of customer satisfaction and customer loyalty. The thesis is divided into theoretical and practical part. The theoretical part explains the concepts of management and mystery shopping. This part also deals with the different levels of management, developmental concept of management, inclusion of MS within the management system, its usability, users and also the advantages and disadvantages of its use, its particular phases, techniques and, ultimately, as well as its efficiency and success. The practical part deals with the application of research methods in the form of mystery shopping on the company BAŤA, a. s. in all its phases. Based on the information that has been processed to evaluate results, was evaluated appearance and tidiness of store, personnel area and also these two areas have been evaluated overall. The practical part of the thesis includes also suggestions and recommendations for the company BAŤA, a. s.

Da die historische Sprachwissenschaft ausschließlich über geschriebene Texte als Datenbasis verfügt, wurden insbesondere im Forschungsgebiet der historischen Pragmatik bestimmte Genres identifiziert, die Aufschluss über die Sprechsprachlichkeit vergangener Sprachstufen bieten können. Dem dramatischen Genre der Komödie wird in der sprachhistorischen Forschung eine besondere Nähe zur gesprochenen Sprache zugesprochen. Das Korpus dieser Dissertation umfasst insgesamt 46 Stücke der spätmittelenglischen Mystery Plays, die biblische Episoden von der Erschaffung der Welt bis zum Jüngsten Gericht (komisch) in Szene setzen. Neben der quantitativen und qualitativen Analyse von acht nähesprachlichen Merkmalen (u. a. Anredepronomina, Fragen, Diskursmarker) beinhaltet die Arbeit eine Klassifizierung der komischen Szenen in den Mystery Plays sowie eine Untersuchung der literatur- und kulturhistorischen Kontextfaktoren, die eine Annäherung an Sprechsprachlichkeit in den Texten bedingt haben könnten.:1 Introduction 1.1 Premises and aims 1.2 Outline of the study 2 Comedy play texts as a speech-related genre 2.1 Speech-like genres and 'communicative immediacy' 2.2 Play texts vs. 'real' spoken discourse 2.3 Conclusions 3 'Comedy' in the mystery cycles 3.1 The medieval sense of 'comedy' 3.2 Medieval attitudes to laughter 3.3 Laughter and the comic in the mystery cycles 3.3.1 Humiles personae – sympathetic laughter 3.3.2 Divine triumph over evil – Schadenfreude 3.3.3 Funny games of violence – grim irony 3.4 The potential for 'communicative immediacy' in the mystery 'comedies' 3.4.1 Context and sources 3.4.2 Stylistic guidelines 3.5 Conclusions 4 Speech-like features in the mystery 'comedies' 4.1 Methodological premises 4.1.1 The data 4.1.2 Speech-like characteristics and linguistic features 4.1.3 Challenges and obstacles 4.2 Interactivity in pronominal address – (im)politeness, power and dominance 4.2.1 Second-person pronouns 4.2.1.1 Overall distribution 4.2.1.2 Family relationships 4.2.1.3 'Official' relationships 4.2.1.4 A special case: address in funny games of violence 4.2.2 Summary 4.3 Interactivity in pair structures – cooperation and conflict 4.3.1 Questions 4.3.1.1 Overall distribution 4.3.1.2 Functional analysis 4.3.1.3 Discussion of results 4.3.2 Imperatives 4.3.2.1 Overall distribution 4.3.2.2 Functional analysis 4.3.2.3 Discussion of results 4.3.3 Lexical repetition 4.3.3.1 Overall distribution 4.3.3.2 Functional Analysis 4.3.3.3 Discussion of results 4.3.4 Turn-initial discourse markers 4.3.4.1 Overall distribution 4.3.4.2 Interactional uses 4.3.4.3 Discussion of results 4.3.5 Summary 4.4 Features of sharedness and function – emotion and emphasis 4.4.1 Interjections 4.4.1.1 Overall distribution 4.4.1.2 Emotive-expressive uses 4.4.1.3 A special case: swearing 4.4.2 Vocatives: Terms of endearment and abuse 4.4.2.1 Overall distribution 4.4.2.2 Analysis 4.4.3 Demonstrative pronouns and deictic reference 4.4.3.1 Overall distribution 4.4.3.2 Analysis 4.4.4 Summary 4.5. Discussion: Speech-like features in the Middle English mystery plays 5 Final remarks 6 Bibliography 7 List of abbreviations 8 List of tables 9 List of figures

Throughout the ages, the crime/mystery genre has stayed marginally the same with a variety of tropes making their debut as time went on. Many of these tropes were introduced by notable writers, such as, Agatha Christie, Arthur Conan Doyle, Wilkie Collins, Patricia Highsmith, Dorothy L. Sayers, and others. Due to this, the researcher decided to pinpoint the most common or overexposed tropes within this genre and reinvent them within the narrative that the researcher has created. The tropes that will be utilized are the ones with a remote location and limited suspects, having every person connected to the victim to have a viable motive for murder, and the appearance of ordinary objects on or near the victim at the time of their murder that hold the answers to who did it. In the narrative, each trope will be taken and reimagined into a different context to create something new within the crime/mystery genre that has been seldom done before.

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Die vorliegende Seminararbeit zeigt anhand einer breit gefächerten Analyse von Mystery die Vielfältigkeit des Mystery-Begriffes und -Genres auf, besonders im Hinblick auf die Parallelen und Unterschiede zu seinem englischen Ursprung. Es erfolgt eine detaillierte etymologisch-lexikografische Betrachtung. In dieser wird auf die verschiedenen Bedeutungsfacetten von Mystery eingegangen sowie eine Anglizismus-/Pseudoanglizismus-Debatte geführt. Ausgangspunkt bildet der ursprüngliche Sinn von Mystery als Unerklärliches, generelles Rätsel, Geheimnis oder religiöses Mysterium. Es werden Verbindungen zu englischen Rätselgeschichten (mystery stories) gezogen, die allgemein von unerklärlichen Begebenheiten erzählt. Diese mysteries umfassen sowohl Rätsel im verbrechensbezogenen Kontext (detective stories) als auch die im Deutschen vorherrschenden Verbindungen zum Übernatürlichen sowie Geheimnisvoll-Rätselhaftes in den vielfältigsten Kontexten (Gothic novels, moderne American mystery story). Somit wird eine Annäherung der englisch-deutschen Mystery-Bedeutung sichtbar. Ferner versucht die Arbeit, auf Ursprünge und Entwicklungen des deutschen Mystery-Trends einzugehen und die Faszination Mystery zu erklären. Eine bedeutende Rolle kommt der Serie Akte X zu. Denn im Zuge ihrer Ausstrahlung und Vermarktung im deutschen Fernsehen wurde die englische Mystery-Bezeichnung aufgegriffen. In die gesamte Aufarbeitung werden verschiedenste Meinungen von Rezipientenseite, Vermarktung, Medien, Wissenschaft einbezogen. So entsteht ein Überblick zum Dargestellten im Mystery-Genre. Es wird belegt, dass im deutschsprachigen Raum ein relativ einheitliches Bewusstsein dafür besteht, was das Genre Mystery im filmischen und literarischen Bereich ausmacht.

Thesis (Ph. D.)--Universitaire Instelling Antwerpen, 2001. / UMI no. 3030090. Includes bibliographical references (p. 341-373).

Text in German / Classics and Modern European Languages / M.A. (German)