6533b823fe1ef96bd127fc83
RESEARCH PRODUCT
Les enquêtes client mystère : un dispositif de gestion au service des transformations organisationnelles ou comment réorganiser l'entreprise " au nom du client "
Damien Collardsubject
[SHS.SOCIO]Humanities and Social Sciences/Sociologymystery shopping[SHS.SOCIO] Humanities and Social Sciences/Sociologybehaviour control.contrôle des comportements.JEL : M - Business Administration and Business Economics • Marketing • Accounting • Personnel Economics/M.M1 - Business Administration/M.M1.M19 - Other[ SHS.SOCIO ] Humanities and Social Sciences/Sociologyenquêtes client mystère[SHS.SCIPO]Humanities and Social Sciences/Political sciencemanagement mechanismJEL: M - Business Administration and Business Economics • Marketing • Accounting • Personnel Economics/M.M3 - Marketing and Advertising/M.M3.M31 - Marketingeffets de pouvoirdispositif de gestioneffects of powerJEL: M - Business Administration and Business Economics • Marketing • Accounting • Personnel Economics/M.M1 - Business Administration/M.M1.M19 - Other[SHS.GESTION]Humanities and Social Sciences/Business administrationJEL : M - Business Administration and Business Economics • Marketing • Accounting • Personnel Economics/M.M3 - Marketing and Advertising/M.M3.M31 - Marketingmystery shoppingmanagement mechanismeffects of powerbehaviour control.enquêtes client mystèredispositif de gestioneffets de pouvoircontrôle des comportements.[SHS.GESTION] Humanities and Social Sciences/Business administration[ SHS.GESTION ] Humanities and Social Sciences/Business administration[SHS.SCIPO] Humanities and Social Sciences/Political science[ SHS.SCIPO ] Humanities and Social Sciences/Political sciencedescription
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.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2012-06-01 |