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Strategic change and the reconfiguration of service relationships
[Changement stratégique et reconfiguration de la relation de service]

Author

Listed:
  • Léna Masson

    (LUMEN - Lille University Management Lab - ULR 4999 - Université de Lille)

  • Anne Dietrich

    (LUMEN - Lille University Management Lab - ULR 4999 - Université de Lille)

Abstract

This article analyses, within a large retail chain, the mechanisms underpinning the transformation of the service relationship in a context of strategic change. Drawing on the concepts of sensemaking and sensegiving, it highlights the key drivers of this transformation – the (re)design of the interpretive scheme, the development of projective narratives, and their diffusion throughout the organization. Finally, it underscores the links between organizational identity, stakeholder identities and the reconfiguration of the service relationship in a strategic change context, and calls for studying this relationship from a more organizational perspective.

Suggested Citation

  • Léna Masson & Anne Dietrich, 2026. "Strategic change and the reconfiguration of service relationships [Changement stratégique et reconfiguration de la relation de service]," Post-Print hal-05599867, HAL.
    • Handle: RePEc:hal:journl:hal-05599867
    DOI: 10.1684/rfg.2026.129
    as

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