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

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.
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Contributor : Damien Collard <>
Submitted on : Thursday, July 19, 2012 - 10:34:51 PM
Last modification on : Friday, June 8, 2018 - 2:50:08 PM
Long-term archiving on : Saturday, October 20, 2012 - 3:21:04 AM

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Damien Collard. Les enquêtes client mystère : un dispositif de gestion au service des transformations organisationnelles ou comment réorganiser l'entreprise " au nom du client ". 2012. ⟨hal-00719472⟩

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