Stress des salariés en relation service client: Proposition d’un cadre d’analyse à partir de cinq entreprises françaises

Patrick Haim () and Laurence Bouveresse
Additional contact information
Patrick Haim: ISEOR - Institut de Socio-économie des Entreprises et des ORganisations - Institut de socio-économie des entreprises et des organisations, MAGELLAN - Laboratoire de Recherche Magellan - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Institut d'Administration des Entreprises (IAE) - Lyon

Post-Print from HAL

Abstract: Customer relationship, work relationship and impact of managerial practices on employees' well being need to be studied as a whole. Customer service employees' management are focused on cost and efficiency, so human resource practices need to be investigated. Qualitative research led within 5 French customer service organizations, allowed us to develop a systemic research frame between Human Resource, Customer Relationship Management and occupational stress. This systemic research frame highlights the need to manage differently by a personalisation of process, including the rule of individuals, autonomy and efficiency, and objectify prevention.

Keywords: occupational stress; Human Resources Management practices; Systemic conceptual frame; estrés profesional; modos de gestión; enfoque sistémico; stress professionnel; modes de management; approche systémique (search for similar items in EconPapers)
Date: 2013
References: Add references at CitEc
Citations:

Published in Recherches en sciences de gestion, 2013, 97, pp.147-162. ⟨10.3917/resg.097.0147⟩

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

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:hal:journl:hal-01300358

DOI: 10.3917/resg.097.0147

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().