Quand le personnel de vente en front-office perturbe le traitement des réclamations

Fanny Reniou and Dilip Subramanian

Revue française de gestion, 2023, vol. N° 311, issue 4, 31-52

Abstract: Based on a qualitative study with bank employees, and deploying the dual perspective of role theory, this research identifies the deviant roles of FO sales staff (FOSS) in complaint handling: retention, denial-relegation and disengagement. Our research shows that these staff adjust their roles to manage tensions and give them a form of power over work teams and the customer. The research, at the frontier between marketing and human resources, proposes managerial recommendations aimed at limiting the deviant roles of the FOSS, which adversely affect the work of other staff.

Date: 2023
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