The Mystery Shopper’s Handbook: Evaluating and Enhancing Customer Experience

Dr. Anand Shankar Raja is an academic and researcher, currently serving as an Assistant Professor and Research Manager at ISBR Business School in Bangalore, India. Born on May 2nd, he has dedicated over a decade to the fields of teaching and research, specializing in marketing and consumer behavior. Dr. Raja holds multiple degrees, including a Bachelor of Business Management (BBM) from PSG College of Arts and Science, a Master of Commerce (MCom), an MBA, and a Post-Graduate Diploma in International Business (PGDIB) from Bharathiar University. He completed his PhD at SRM University, focusing on enhancing job satisfaction through motivation and emotional intelligence among mystery shoppers. His career spans various prestigious institutions, including Christ University, where he served as an Assistant Professor and Program Coordinator for the BCom Morning Program. He has also held roles at Kumaraguru College of Liberal Arts and Science, where he contributed significantly to research initiatives and student engagement. At ISBR Business School, Dr. Raja manages doctoral programs and teaches subjects such as marketing and consumer behavior. He is known for his innovative teaching methods and commitment to student success, often encouraging students to engage in research conferences and publish their work in reputed journals. Dr. Raja's research interests lie primarily in qualitative methods, with numerous articles published in SCOPUS-indexed journals. He has presented findings at esteemed institutions like the Indian Institute of Management and the Indian Institute of Technology. His notable works include studies on emotional intelligence's impact on job satisfaction among mystery shoppers and the role of digital integrated marketing communication. Dr. Raja has mentored several doctoral scholars and has been instrumental in organizing international conferences. His innovative approach led to the development of a new research model that received copyright protection. Additionally, he authored a book on mystery shopping, reflecting his passion for this niche area. Dedicated to fostering a supportive learning environment, Dr. Raja emphasizes critical thinking, creativity, and emotional intelligence in his teaching philosophy. He aims to bridge the gap between academic theory and practical application, ensuring that students are well-prepared for their future careers. In summary, Dr. Anand Shankar Raja exemplifies a commitment to excellence in education and research, making significant contributions to the academic community while nurturing the next generation of business leaders.