Mystery shopping with Foucault: An exploration of managerial power and surveillance in the age of customer sovereignty
Date of Submission
Krook, S. N. (2012). Mystery shopping with Foucault: An exploration of managerial power and surveillance in the age of customer sovereignty (Doctoral thesis, Australian Catholic University). Retrieved from https://doi.org/10.4226/66/5a962dc8c6896
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".
Doctor of Philosophy (PhD)