6533b834fe1ef96bd129d3e5
RESEARCH PRODUCT
Déni du travail et tyrannie des normes
Damien Collardsubject
[SHS.SOCIO]Humanities and Social Sciences/Sociology[SHS.SOCIO] Humanities and Social Sciences/Sociologynorms of servicesJEL : M - Business Administration and Business Economics • Marketing • Accounting • Personnel Economics/M.M1 - Business Administration/M.M1.M12 - Personnel Management • Executives; Executive CompensationJEL: M - Business Administration and Business Economics • Marketing • Accounting • Personnel Economics/M.M1 - Business Administration/M.M1.M14 - Corporate Culture • Diversity • Social ResponsibilityJEL : M - Business Administration and Business Economics • Marketing • Accounting • Personnel Economics/M.M1 - Business Administration/M.M1.M14 - Corporate Culture • Diversity • Social Responsibility[SHS.PSY]Humanities and Social Sciences/Psychology[ SHS.SOCIO ] Humanities and Social Sciences/Sociologyservice encounter.JEL: M - Business Administration and Business Economics • Marketing • Accounting • Personnel Economics/M.M1 - Business Administration/M.M1.M12 - Personnel Management • Executives; Executive Compensation"real of work"[SHS.PSY] Humanities and Social Sciences/Psychology[ SHS.PSY ] Humanities and Social Sciences/Psychologydéni du travaildenial of work"real of work"norms of servicesservice encounter.déni du travail" réel du travail "normes de servicerelation de service.denial of work" réel du travail "[SHS.GESTION]Humanities and Social Sciences/Business administrationrelation de service.[ SHS.GESTION ] Humanities and Social Sciences/Business administration[SHS.GESTION] Humanities and Social Sciences/Business administrationnormes de servicedescription
Based on the example of two quality processes deployed at the SNCF in the field of the service encounter, the aim of this article is to explore, from a clinical point of view, organizational mechanisms which encourage the denial of work. The norms of services previously defined contributed to the front office agents' denial of work, essentially because the respect of these norms became an ultimate finality. This situation has induced an "annoyed activity" (CLOT, 2009) among the front office agents, owing to the fact that the norms have been perceived as a hindrance to the accomplishment of a high-grade work. In the two previous practical examples, the reality (of work), the real work (in opposition to the prescribed work) and the "real of work" (in the meaning of the psychodynamics of work) have been denied.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2012-06-01 |