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« J’avais juste envie de baffer le client, mais bon »

Author

Listed:
  • Myriam Bazdah

  • Florence Allard-Poesi

    (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

Reprenant les théories de la dissonance, cet article met au jour les sources de dissonance ressentie par les consultants ainsi que les leviers organisationnels susceptibles de réduire cette dissonance. S'appuyant sur l'observation de missions de conseil en management et de 19 entretiens avec des consultants et managers, cette recherche révèle des phénomènes 1/ de dissonance cognitive induite par un écart entre les compétences et/ou aspirations professionnelles des consultants et le type de missions auxquelles ils sont affectés, 2/ de dissonance émotionnelle suscitée par le comportement irrespectueux du client. Ces résultats contribuent à la littérature existante en soulignant la dimension normative des dissonances ressenties, celles-ci étant suscitées par un écart entre les attentes des consultants induites par les normes professionnelles du métier et les pratiques effectives des cabinets et des clients. Ils soulignent également en quoi l'accompagnement managérial et le soutien social sont susceptibles de modérer voire prévenir ces états de dissonance.

Suggested Citation

  • Myriam Bazdah & Florence Allard-Poesi, 2023. "« J’avais juste envie de baffer le client, mais bon »," Post-Print hal-05570120, HAL.
    • Handle: RePEc:hal:journl:hal-05570120
    DOI: 10.3917/grh.045.0039
    as

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