Construct · 1 fields · 1 citations

myth of customer sovereignty: a standalone construct

One name. One construct. A landmark on the map.

● anchor · a standalone construct Nearest construct by meaning·not indexed

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Sociology of work

the managed illusion that customers are in control in service encounters, which hides the rationalized structure that actually shapes them.

In sociology of work, myth of customer sovereignty refers to the managed illusion that customers are in control in service encounters, which hides the rationalized structure that actually shapes them. This meaning comes from Korczynski (2004) in Journal of Management Studies.[1]

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Nearby constructs

control4 fields · 5 citationsjingle · one word, four constructs myth2 fields · 2 citationsjingle · one word, two constructs service1 fields · 1 citationsanchor · a standalone construct

References

Korczynski, M., & Ott, U. (2004). When Production and Consumption Meet: Cultural Contradictions and the Enchanting Myth of Customer Sovereignty. Journal of Management Studies, 41(4), 575-599. https://doi.org/10.1111/j.1467-6486.2004.00445.x

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