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Les enquêtes client mystère:un dispositif de gestion au service des transformations organisationnelles ou comment réorganiser l'entreprise «au nom du client» - The Mystery shopping: a management mechanism in order to support organizational changes or how to reorganize the company “in the name of the customer”

Listed author(s):
  • Damien Collard


    (Université de Franche-Comté)

Registered author(s):

    (VF)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 œuvre de cette technique.(VA)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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    Paper provided by Université de Bourgogne - CREGO EA7317 Centre de recherches en gestion des organisations in its series Working Papers CREGO with number 1120603.

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    Length: 21 pages
    Date of creation: Jun 2012
    Handle: RePEc:dij:wpfarg:1120603
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    Order Information: Postal: Angèle Renaud, CREGO, 2 Bd Gabriel, BP 26611, 21066 Dijon Cedex, France

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