ERIC ARNOULD and JULIEN CAYLA
Commercial ethnography has become an important activity for accessing the lived experiences of consumers that are constructed as “others” that firms have to discover and manage. In organizational contexts where the necessity to accumulate organizational knowledge about markets have become paramount, the figure of the “consumer” has become a quasi-magical object bestowed with the aura of the real, a fetish that comes to stand for the market, and symbolizes the firm’s effective orientation towards the market. In this paper we demonstrate how the anthropological concept of the fetish may be usefully employed in understanding the nature of this process, whereby the voices and images of consumers are endowed with power within organizational contexts. Consumer fetish is at once a quasi object and a manifestation of analogical knowledge....
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