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9 décembre 2014
- doi: 10.58079/uvya
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Rédaction, « Customer-facing service work as a moment of truth? », Travail et formation, ID : 10.58079/uvya
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European Group for Organization Studies (EGOS) 2015 | Athènes, du 2 au juillet 2015 The proportion of people working in jobs where dealing with a client/customer is essential has grown considerably (e.g. MacDonald & Merrill, 2009). Although this could encourage the investigation of differences and singularities of service work, managerialist approaches rather tend to assume universal management models, based on a prescriptive set of human resources practices and a harmonious vision of the re...