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Gestion des ressources humaines socio-économiquement performante dans les centres d'appels

Author

Listed:
  • Xavier Pierre

    (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)

  • Diane-Gabrielle Tremblay

    (TELUQ - Université Téluq)

Abstract

On constate une forte augmentation du nombre d'organisations publiques ou privées qui s'organisent en centres d'appels pour gérer les relations avec leurs clients. Elles constituent une part de plus en plus importante des emplois et sont parfois considérées comme des outils de développement économique intéressants, notamment dans des régions sinistrées. En tant que consommateurs, rares sont ceux d'entre nous qui n'ont pas eu l'expérience avec un centre d'appel. Ils constituent un champ intéressant pour les chercheurs en gestion car ils représentent un phénomène sociétal actuel.

Suggested Citation

  • Xavier Pierre & Diane-Gabrielle Tremblay, 2011. "Gestion des ressources humaines socio-économiquement performante dans les centres d'appels," Post-Print halshs-00749739, HAL.
    • Handle: RePEc:hal:journl:halshs-00749739
    as

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