Mystery shopping is a well-known technique. Though, it makes a difference whether you care about physical products or services. We like to see studies on the impact of mystery shopping in public transport. May be that reduces the need for empirical papers in public transport?
Mystery shopping is a method used externally by market research companies or watchdog organizations, or internally by companies themselves, to measure quality of service, or compliance with regulation, or to gather specific information about products and services . following link may be useful in geting the subject insights
https://customerwise.co.uk/industries/mystery-shopping-air-travel/
http://totalsolutions.in/aviation/
https://www.northridgegroup.com/blog/how-mystery-shopper-programs-drive-improvements-in-compliance/
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