 De la stratégie orientée client aux « enquêtes client mystère »: Les « enquêtes client mystère » à la SNCF: une « fiction » aux effets pourtant bien réels !Damien Collard ()
Post-Print from HAL Abstract: From a customer-oriented strategy to "mystery customer surveys" at the SNCF: a fiction with quite real effects!Questions are raised about the customer-oriented strategy adopted by the SNCF's head office and its implementation since the first years of this new millennium. What effects have the "mystery customer surveys" — a program for placing passengers at the center of the organization — had on personnel in front offices and on middle management? This program purposed to change and homogenize employees' occupational practices and skills so as to improve the service provided to passengers. As recent research conducted in a train station's stopover service in a French town has shown, these surveys tend to hide the complexity of the work performed by employees during contacts with customers and to standardize their relations with passengers. Light is shed on the role and latent effects of these surveys in the reorganization of France's national railway company. Keywords: enquête; sondage; SNCF (search for similar items in EconPapers) Published in Gérer et Comprendre. Annales des Mines, 2010, 102, pp.36-46. ⟨10.3917/geco.102.0036⟩ There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it. Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01347019 Access Statistics for this paper More papers in Post-Print from HAL |
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