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Les enquêtes « client mystère » : une technique de contrôle des comportements

Author

Listed:
  • Damien Collard

    (UFC - Université de Franche-Comté - UBFC - Université Bourgogne Franche-Comté [COMUE])

Abstract

La technique des enquêtes « client mystère » fait partie de la panoplie des instruments fréquemment utilisés par les organisations pour atteindre un double objectif : fidéliser le destinataire du service ; 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. À partir de l'exemple de la SNCF, l'auteur appréhende cet outil dans une perspective foucaldienne comme une pièce maîtresse d'un dispositif composé de divers éléments qui forment un réseau et dont la finalité est de contrôler les comportements. [English] The "mystery shopping" technique is a tool frequently used by organizations to hit a double target : to make the customer regular; 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 this tool from the foucaldian point of view as a piece of a management mechanism which facilitates control of behaviours.

Suggested Citation

  • Damien Collard, 2013. "Les enquêtes « client mystère » : une technique de contrôle des comportements," Post-Print hal-01444764, HAL.
    • Handle: RePEc:hal:journl:hal-01444764
    DOI: 10.3166/pmp.30.519-535
    as

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