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Grande distribution et ressorts de l’engagement dans la relation de service. À propos des accrochages en caisse

Mathias Waelli 1, 2, 3 Philippe Fache
1 EA MOS - EA Management des Organisations de Santé
EHESP - École des Hautes Études en Santé Publique [EHESP] : EA 7348 MOS , PRES Sorbonne Paris Cité
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.
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https://hal.ehesp.fr/hal-03173649
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Submitted on : Thursday, March 18, 2021 - 3:49:11 PM
Last modification on : Friday, March 19, 2021 - 3:26:54 AM

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Mathias Waelli, Philippe Fache. Grande distribution et ressorts de l’engagement dans la relation de service. À propos des accrochages en caisse. La Revue des Sciences de Gestion, Revue des Sciences de Gestion, 2017, 285-286 (3), pp.127-133. ⟨10.3917/rsg.285.0127⟩. ⟨hal-03173649⟩

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