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Occupational Stress on French Customer Service Employees: Impact of Human Ressource Management Modes

dc.contributor.authorBouveresse, Laurence
dc.contributor.authorChanlat, Jean-François
dc.contributor.authorBaujard, Corinne
HAL ID: 15132
dc.date.accessioned2012-02-13T11:23:46Z
dc.date.available2012-02-13T11:23:46Z
dc.date.issued2011
dc.identifier.urihttps://basepub.dauphine.fr/handle/123456789/8132
dc.descriptionLe texte intégral de cette communication se trouve dans le recueil d'interventions présentées lors de ce séminaire disponible à l'adresse http://basepub.dauphine.fr/xmlui/handle/123456789/8131en
dc.language.isoenen
dc.subjectoccupational stressen
dc.subjectmanagement modesen
dc.subjectcustomer service relationshipen
dc.subjectidentity at worken
dc.subjectempowermenten
dc.subjectsocial supporten
dc.subjectemotional loaden
dc.subject.ddc658.3en
dc.subject.classificationjelJ28en
dc.subject.classificationjelM12en
dc.titleOccupational Stress on French Customer Service Employees: Impact of Human Ressource Management Modesen
dc.typeCommunication / Conférence
dc.description.abstractenDealing with angry individuals, enduring verbal abuse without reacting negatively appears as an inherent part of the work of customer service employees. This research presents and tests a framework to examine, not the effects of customer behavior, but the results of negative management modes on occupational stress. The study includes semi-directive interviews involving 86 customer service employees from five different companies: two call centers, one retail company and two passenger transportation companies (rail and air). The survey’s results provide new insights on how the employees’ well-being and the quality of service may be improved by appropriate human resource practices.en
dc.identifier.citationpages181-196en
dc.description.sponsorshipprivateouien
dc.subject.ddclabelRessources humainesen
dc.relation.conftitleWorkshop on Research Advances in Organizational Behavior and Human Resources Management Paris Dauphine, May 17-19, 2011en
dc.relation.confdate2011-05
dc.relation.confcityParisen
dc.relation.confcountryFranceen


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