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« Les séniors en tête de gondole » Âge, compétences et relation de service dans la grande distribution

Philippe Fache Mathias Waelli 1, 2, 3
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 : This last decade, organizations have adopted HRM policies based on seniors, in particular in France where legal incentives have been implemented. Historically, the retail sector has always been structured by the figure of the young worker. Paradoxically retail is currently becoming a laboratory in terms of seniors’ employment. Based on an ethnographic study conducted in France and in the US, the objective of this article is to explore the place and the role of the seniors in the evolution of the service relationship. It highlights that this relationship tends to be improved on two dimensions : first, the reflexive identification between customer and frontlines workers, then the social recognition of seniors’ experience which increase consumer confidence.
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Submitted on : Thursday, March 18, 2021 - 3:58:10 PM
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Philippe Fache, Mathias Waelli. « Les séniors en tête de gondole » Âge, compétences et relation de service dans la grande distribution. Question(s) de Management, éditions EMS, 2016, 15 (4), pp.93-102. ⟨10.3917/qdm.164.0093⟩. ⟨hal-03173677⟩



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