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Un Modèle Socio-Économique Innovant Dans Les Centres D'Appels

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

A la demande d'une entreprise internationale de centres d'appels, un groupe de recherche constitué de sociologues, psychologues, économistes et gestionnaires s'est créé. L'objectif de cette équipe de chercheurs est de comprendre le fonctionnement systémique de l'organisation et de construire un modèle socio-économique innovant. Le secteur des calls centers est mal perçu. Des labels de qualité sont actuellement mis en place. Définir le métier nouveau des téléconseillers s'est officialisé. Identifier le modèle socio-économique sous-jacent et proposer un modèle innovant pour la création d'un nouveau site pilote constitue à présent la question de recherche.

Suggested Citation

  • Patrick Haim & Laurence Bouveresse, 2012. "Un Modèle Socio-Économique Innovant Dans Les Centres D'Appels," Post-Print halshs-00950290, HAL.
    • Handle: RePEc:hal:journl:halshs-00950290
    as

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