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Que d’émotions dans les services ! » Entre script prescriptif et esprit de service : quelle place pour les émotions dans la production de services ?

Author

Listed:
  • Catherine Maman

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

  • Rola Hussant-Zebian

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

Abstract

Les émotions jouent un rôle prégnant dans la relation de service. Elles sont à la fois un « facteur de production » du service et un résultat de l'interaction de service, à travers la notion de « contagion émotionnelle ». Elles participent à la transformation de la coproduction de service en coproduction d'expérience. Le rôle des émotions est analysé dans ce chapitre du point de vue du personnel en contact, de l'encadrement managérial et du client sous l'angle du marketing des services et du management des ressources humaines. Trois situations fictionnelles de service sont étudiées pour illustrer la place et le rôle des émotions dans la coproduction de l'expérience de service.

Suggested Citation

  • Catherine Maman & Rola Hussant-Zebian, 2015. "Que d’émotions dans les services ! » Entre script prescriptif et esprit de service : quelle place pour les émotions dans la production de services ?," Post-Print hal-01446349, HAL.
    • Handle: RePEc:hal:journl:hal-01446349
    as

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