Pour, contre et avec le client. Une approche théorique de la résistance du personnel en contact

Éric Martel and Dominique Roux

Revue française de gestion, 2020, vol. N° 292, issue 7, 97-119

Abstract: This research analyses front-line staff?s resistance in three organizations whose managerial logics have impacted their organizational cultures. It theorizes the service relationship as a twofold work/service relationship that bears tensions. A qualitative study conducted with 19 informants reveals three forms of resistance: for, against and with the customer. Managerial recommendations follow in order to compensate for the effects of such resistance.

Date: 2020
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