Title

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

Date of Submission

2012

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".

Document Type

Thesis

Access Rights

Open Access

Degree Name

Doctor of Philosophy (PhD)

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