Mystery shopping with Foucault: An exploration of managerial power and surveillance in the age of customer sovereignty

Thesis


Krook, Sebastian Noeman. (2012). Mystery shopping with Foucault: An exploration of managerial power and surveillance in the age of customer sovereignty [Thesis]. https://doi.org/10.4226/66/5a962dc8c6896
AuthorsKrook, Sebastian Noeman
Qualification nameDoctor of Philosophy (PhD)
Abstract

This study is on mystery shopping, a common service monitoring technique in which organisations hire researchers to secretly pose as customers and interact with staff to evaluate service delivery "when the manager isn't looking". It is an engagement with the discursive foundations of mystery shopping, as well as its reception among employees who are subjected to it. The study seeks to unmask the relations of power mobilised through mystery shopping, and to articulate a critical analysis of managerial surveillance in a time of "customer sovereignty".

Year2012
PublisherAustralian Catholic University
Digital Object Identifier (DOI)https://doi.org/10.4226/66/5a962dc8c6896
Publication dates01 Jan 2012
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https://acuresearchbank.acu.edu.au/item/85865/mystery-shopping-with-foucault-an-exploration-of-managerial-power-and-surveillance-in-the-age-of-customer-sovereignty

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