Stress on customer service employees: which contribution for a holistical approach?

Analyse systémique de la relation service client: quel risque psychosocial pour les salariés ?

Patrick Haim (), Laurence Bouveresse and Corinne Baujard ()
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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

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Abstract: Research on occupational stress among customer service employees do not take into account a holistic approach. Customer relationship management, work relationship and impact of managerial practices on employees' well being need to be studied as a whole. Although customer relationship may not be the main factor of stress among customer service employees, management focus on cost and efficiency and human resource practices need to be investigated. Qualitative research led within 5 French customer service organizations and 90 of their salaries, allowed us to develop a research frame between Human Resources Management practices, Customer Relationship Management and occupational stress. This research frame highlights the considerable loss of focus with urgency and polycompetences. Employees don't understand their role, and bear physical and emotional stress due to new management practices.

Keywords: Occupational stress; Human Resources Management practices; Customer Relationship Management; Social Relation Management; Empowerment; Physical; Intellectual and emotional load; Relation service client; CRM; HRM; SRM; Risque psychosocial; Instrumentalisation des salariés (search for similar items in EconPapers)
Date: 2011-12
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Published in Revue Française du Marketing, 2011

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01300364

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