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Stress des salariés en relation service client : Proposition d’un cadre d’analyse à partir de cinq entreprises françaises

Author

Listed:
  • Patrick Haim

    (ISEOR - Institut de Socio-économie des Entreprises et des ORganisations - Institut de socio-économie des entreprises et des organisations, Laboratoire de Recherche Magellan - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Institut d'Administration des Entreprises (IAE) - Lyon)

  • Laurence Bouveresse

Abstract

Customer relationship, work relationship and impact of managerial practices on employees' well being need to be studied as a whole. Customer service employees' management are focused on cost and efficiency, so human resource practices need to be investigated. Qualitative research led within 5 French customer service organizations, allowed us to develop a systemic research frame between Human Resource, Customer Relationship Management and occupational stress. This systemic research frame highlights the need to manage differently by a personalisation of process, including the rule of individuals, autonomy and efficiency, and objectify prevention.

Suggested Citation

  • Patrick Haim & Laurence Bouveresse, 2013. "Stress des salariés en relation service client : Proposition d’un cadre d’analyse à partir de cinq entreprises françaises," Post-Print hal-01300358, HAL.
    • Handle: RePEc:hal:journl:hal-01300358
    DOI: 10.3917/resg.097.0147
    as

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