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Performance management in a milieu of customer participatory measurement: Beyond the ratings and rankings of Strictly Come Dancing

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  • Nørreklit, Hanne
  • Trenca, Mihaela

Abstract

This research concerns the performance management practices that unfolded in Strictly Come Dancing, a television show whose viewers were promised that they could be its co-creators through Web 2.0-based customer participatory measurement systems that directed the development of the series mechanically. Analysing the performance management practice of the 2013 Danish version of the show, we find that an emotive, antagonistic competitive language game and an authoritative, calculative language game were operating in interaction. They facilitated an expectation of consumer democracy and made viewers engage fiercely with the show, while simultaneously controlling the drama so that it would unfold in a way that matched the voice of the television company. The study provides novel insights into our understanding of how companies might produce and use customer participatory measurement systems as an integrated part of their customer participatory logic of value co-creation. It also adds to the methodological apparatus for analysing, conceptualising, and understanding organisational practices of performance management.

Suggested Citation

  • Nørreklit, Hanne & Trenca, Mihaela, 2021. "Performance management in a milieu of customer participatory measurement: Beyond the ratings and rankings of Strictly Come Dancing," The British Accounting Review, Elsevier, vol. 53(6).
    • Handle: RePEc:eee:bracre:v:53:y:2021:i:6:s0890838919300988
    DOI: 10.1016/j.bar.2019.100873
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    References listed on IDEAS

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    1. Hanne Nørreklit & Lennart Nørreklit & Falconer Mitchell, 2016. "Understanding practice generalisation – opening the research/practice gap," Qualitative Research in Accounting & Management, Emerald Group Publishing Limited, vol. 13(3), pages 278-302, August.
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    3. Mangold, W. Glynn & Faulds, David J., 2009. "Social media: The new hybrid element of the promotion mix," Business Horizons, Elsevier, vol. 52(4), pages 357-365, July.
    4. Lennart Nørreklit & Lisa Jack & Hanne Nørreklit, 2019. "Moving towards digital governance of university scholars: instigating a post-truth university culture," Journal of Management & Governance, Springer;Accademia Italiana di Economia Aziendale (AIDEA), vol. 23(4), pages 869-899, December.
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