Travailler avec des clients « déviants ». L'expérience des salariés des hypermarchés

Mathieu Hocquelet

Revue française de gestion, 2013, vol. N° 234, issue 5, 135-149

Abstract: As a key player in the organization, the customer is increasingly called up to work in contact with retail stores employees. However, the views of employees on client work have little been taken into account in previous research. Based on participant observations as department employee in several hypermarkets, the article highlights the fact that the work of customers is the source of three main problems for the former: it leads to breaks of the employees work, generates isolation and affects its productivity by its deviant behavior. Finally, the article discusses the ways in which organizations and their employees do or do not deal with these deviations, while emphasizing their consequences in terms of organization efficiency.

Date: 2013
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.cairn.info/load_pdf.php?ID_ARTICLE=RFG_234_0135 (application/pdf)
http://www.cairn.info/revue-francaise-de-gestion-2013-5-page-135.htm (text/html)
free

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:cai:rfglav:rfg_234_0135

Access Statistics for this article

More articles in Revue française de gestion from Lavoisier
Bibliographic data for series maintained by Jean-Baptiste de Vathaire ().