La labellisation comme stratégie de desserrement des contraintes de l'environnement: le cas des centres d'appels en France

Benjamin Dubrion (), Nathalie Tessier and Christel Vivel ()
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Benjamin Dubrion: TRIANGLE - Triangle : action, discours, pensée politique et économique - ENS de Lyon - École normale supérieure de Lyon - Université de Lyon - UL2 - Université Lumière - Lyon 2 - IEP Lyon - Sciences Po Lyon - Institut d'études politiques de Lyon - Université de Lyon - UJM - Université Jean Monnet - Saint-Étienne - CNRS - Centre National de la Recherche Scientifique
Nathalie Tessier: ESDES - ESDES, Lyon Business School - UCLy - UCLy - UCLy (Lyon Catholic University)
Christel Vivel: ESDES - ESDES, Lyon Business School - UCLy - UCLy - UCLy (Lyon Catholic University)

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Abstract: "From the light of the resource dependence theory, this paper analyses the effects of a label established recently in France in the customer relationship sector. We show that this label has released a dynamic which structures the policy of human resource management in the three call centers that we have studied but that, at a macro level of analysis, it tends to harm the image of the sector. We interpret the label as a strategy adopted by the call centers' directors to alter the dependence of their organization upon other organizations or groups that constituted their environment."

Keywords: théorie de la dépendance des ressources; label de responsabilité sociale; centres d'appels (search for similar items in EconPapers)
Date: 2014
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Published in Revue management & avenir, 2014, 69, pp.125-146. ⟨10.3917/mav.069.0125⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-01020575

DOI: 10.3917/mav.069.0125

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