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            <title xml:lang="fr">Les enquêtes client mystère : un dispositif de gestion au service des transformations organisationnelles ou comment réorganiser l'entreprise " au nom du client "</title>
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                <term xml:lang="en">mystery shopping</term>
                <term xml:lang="en">management mechanism</term>
                <term xml:lang="en">effects of power</term>
                <term xml:lang="en">behaviour control.</term>
                <term xml:lang="fr">enquêtes client mystère</term>
                <term xml:lang="fr">dispositif de gestion</term>
                <term xml:lang="fr">effets de pouvoir</term>
                <term xml:lang="fr">contrôle des comportements.</term>
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              <p>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.</p>
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              <p>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.</p>
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