The paradoxical management of service skills

La gestion paradoxale des compétences de service

Damien Collard (), Jean-Baptiste Suquet () and Nathalie Raulet-Croset ()
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Damien Collard: CREGO - Centre de Recherche en Gestion des Organisations (EA 7317) - UB - Université de Bourgogne - UFC - Université de Franche-Comté - UBFC - Université Bourgogne Franche-Comté [COMUE]
Jean-Baptiste Suquet: NEOMA - Neoma Business School, IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12
Nathalie Raulet-Croset: IAE Paris - Sorbonne Business School, CRG I3 - Centre de recherche en gestion i3 - X - École polytechnique - IP Paris - Institut Polytechnique de Paris - Université Paris-Saclay - I3 - Institut interdisciplinaire de l’innovation - CNRS - Centre National de la Recherche Scientifique

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Abstract: This paper focuses on service skills which are mobilized by front office agents when they are involved with customers. These skills are most of the time tacit. We consider that the way in which firms recognize these skills and contribute to their development is an important management issue. It is all the more important that a lot of jobs combine poor levels of qualification and highly situated skills.

Keywords: skill; relationship skills; professional knowledge; CVT in companies; FPC en entreprise; savoir professionnel; compétence relationnelle; compétence (search for similar items in EconPapers)
Date: 2015-04
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Published in Formation emploi : revue française des sciences sociales , 2015, 130, pp.49-67

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01220141

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