Les enquêtes client mystère: un dispositif de gestion au service des transformations organisationnelles ou comment réorganiser l'entreprise " au nom du client "

Damien Collard ()
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Damien Collard: LEG - Laboratoire d'Economie et de Gestion - UB - Université de Bourgogne - CNRS - Centre National de la Recherche Scientifique

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Abstract: The mystery shopping technique is a tool frequently used by organizations to hit a double target: (1) to seduce/to reassure/ to make the customer regular; (2) to diffuse the customer's voice in the organization and to justify the change. Although a great diffusion of the mystery shopping in private and public organizations, there are few studies on this tool. From the SNCF's example, the author considers the mystery shopping from the foucaldian point of view as a management mechanism in order to support organizational changes and analyses the effects of power induced by this tool.

Keywords: mystery shopping; management mechanism; effects of power; behaviour control.; enquêtes client mystère; dispositif de gestion; effets de pouvoir; contrôle des comportements. (search for similar items in EconPapers)
Date: 2012-06-01
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