Déni du travail et tyrannie des normes

Damien Collard ()
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Damien Collard: LEG - Laboratoire d'Economie et de Gestion - UB - Université de Bourgogne - CNRS - Centre National de la Recherche Scientifique

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Abstract: Based on the example of two quality processes deployed at the SNCF in the field of the service encounter, the aim of this article is to explore, from a clinical point of view, organizational mechanisms which encourage the denial of work. The norms of services previously defined contributed to the front office agents' denial of work, essentially because the respect of these norms became an ultimate finality. This situation has induced an "annoyed activity" (CLOT, 2009) among the front office agents, owing to the fact that the norms have been perceived as a hindrance to the accomplishment of a high-grade work. In the two previous practical examples, the reality (of work), the real work (in opposition to the prescribed work) and the "real of work" (in the meaning of the psychodynamics of work) have been denied.

Keywords: denial of work; "real of work"; norms of services; service encounter.; déni du travail; " réel du travail "; normes de service; relation de service. (search for similar items in EconPapers)
Date: 2012-06-01
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