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The paradoxical management of service skills
[La gestion paradoxale des compétences de service]

Author

Listed:
  • Damien Collard

    (CREGO - Centre de Recherche en Gestion des Organisations (EA 7317) - UB - Université de Bourgogne - UFC - Université de Franche-Comté - UBFC - Université Bourgogne Franche-Comté [COMUE])

  • Jean-Baptiste Suquet

    (NEOMA - Neoma Business School, IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12)

  • Nathalie Raulet-Croset

    (IAE Paris - Sorbonne Business School, i3-CRG - Centre de recherche en gestion i3 - X - École polytechnique - Université Paris-Saclay - I3 - Institut interdisciplinaire de l’innovation - CNRS - Centre National de la Recherche Scientifique)

Abstract

This paper focuses on service skills which are mobilized by front office agents when they are involved with customers. These skills are most of the time tacit. We consider that the way in which firms recognize these skills and contribute to their development is an important management issue. It is all the more important that a lot of jobs combine poor levels of qualification and highly situated skills.

Suggested Citation

  • Damien Collard & Jean-Baptiste Suquet & Nathalie Raulet-Croset, 2015. "The paradoxical management of service skills [La gestion paradoxale des compétences de service]," Post-Print hal-01220141, HAL.
    • Handle: RePEc:hal:journl:hal-01220141
    as

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