Great distribution and springs of the commitment in the service relationship: about cash in hand

Al por menor y los resortes que participan en la relación de servicio: Sobre los enfrentamientos del cajón

Mathias Waelli and Philippe Fache
Additional contact information
Mathias Waelli: EA MOS - EA Management des Organisations de Santé - EHESP - École des Hautes Études en Santé Publique [EHESP] - PRES Sorbonne Paris Cité, EHESP - École des Hautes Études en Santé Publique [EHESP], IDM - Institut du Management - EHESP - École des Hautes Études en Santé Publique [EHESP]

Post-Print from HAL

Abstract: For 20 years, the cashiers of the supermarket have been the subject of numerous investigations. However, customer relationship management has long remained in the shadow of wage relations and flexibility. The purpose of this article is to grasp what prompts the cashiers to engage in a service relationship. By relying on observations and stories of clashes with clients, it reveals common values that underlie the service practices of contact personnel. "Values" that originate outside organizations and that – paradoxically – are often thwarted by patterns of work recognition that focus primarily on productivity and control. From a managerial point of view, this contradiction constitutes today a major obstacle to the engagement of cashiers in the service relationship.

Keywords: Hypermarket; Cashiers; Work values; Commitment to the relationship; Job evaluation; Hypermercados; Cajeros; Los valores del trabajo; El compromiso con la relación; De evaluación del trabajo; Hypermarché; Caissiers; Valeurs de travail; Engagement dans la relation; Evaluation du travail; Relation client; Relation de service (search for similar items in EconPapers)
Date: 2017
References: Add references at CitEc
Citations:

Published in La Revue des Sciences de Gestion, 2017, 285-286 (3), pp.127-133. ⟨10.3917/rsg.285.0127⟩

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-03173649

DOI: 10.3917/rsg.285.0127

Access Statistics for this paper

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