Advanced Search
MyIDEAS: Login to save this paper or follow this series

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

Contents:

Author Info

  • Damien Collard

    ()
    (LEG - Laboratoire d'Economie et de Gestion - CNRS : UMR5118 - Université de Bourgogne)

Registered author(s):

    Abstract

    La technique des enquêtes client mystère fait partie de la panoplie des outils fréquemment utilisés par les organisations (privées comme publiques) pour atteindre un double objectif : (1) séduire/rassurer/fidéliser le destinataire du service ; (2) faire entendre la voix du " client " dans l'organisation et légitimer le changement auprès des salariés. Malgré la forte diffusion de cet outil dans les organisations (privées comme publiques), celui-ci a suscité relativement peu d'intérêt de la part des chercheurs. A partir de l'exemple de la SNCF, l'auteur appréhende ces enquêtes dans une perspective foucaldienne comme un dispositif de gestion au service des transformations organisationnelles et analyse les effets de pouvoir induits par la mise en oeuvre de cette technique.

    Download Info

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
    File URL: http://hal.archives-ouvertes.fr/docs/00/71/94/72/PDF/Les_enquetes_client_mystere.pdf
    Download Restriction: no

    Bibliographic Info

    Paper provided by HAL in its series Working Papers with number hal-00719472.

    as in new window
    Length:
    Date of creation: 01 Jun 2012
    Date of revision:
    Handle: RePEc:hal:wpaper:hal-00719472

    Note: View the original document on HAL open archive server: http://hal.archives-ouvertes.fr/hal-00719472
    Contact details of provider:
    Web page: http://hal.archives-ouvertes.fr/

    Related research

    Keywords: enquêtes client mystère ; dispositif de gestion ; effets de pouvoir ; contrôle des comportements.;

    This paper has been announced in the following NEP Reports:

    References

    No references listed on IDEAS
    You can help add them by filling out this form.

    Citations

    Lists

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    Statistics

    Access and download statistics

    Corrections

    When requesting a correction, please mention this item's handle: RePEc:hal:wpaper:hal-00719472. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (CCSD).

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.