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The paradoxical management of service skills

2015

This paper focuses on service skills which are mobilized by front office agents when they are involved with customers. These skills are most of the time tacit. We consider that the way in which firms recognize these skills and contribute to their development is an important management issue. It is all the more important that a lot of jobs combine poor levels of qualification and highly situated skills.

JEL: M - Business Administration and Business Economics • Marketing • Accounting • Personnel Economics/M.M5 - Personnel Economics/M.M5.M53 - TrainingFPC en entreprisesavoir professionnelrelationship skillsIRG_AXE2CVT in companiesJEL: J - Labor and Demographic Economics/J.J2 - Demand and Supply of Labor/J.J2.J24 - Human Capital • Skills • Occupational Choice • Labor ProductivityJEL : J - Labor and Demographic Economics/J.J2 - Demand and Supply of Labor/J.J2.J24 - Human Capital • Skills • Occupational Choice • Labor ProductivityJEL: M - Business Administration and Business Economics • Marketing • Accounting • Personnel Economics/M.M5 - Personnel Economics/M.M5.M54 - Labor Management[SHS.GESTION]Humanities and Social Sciences/Business administrationprofessional knowledgeJEL : M - Business Administration and Business Economics • Marketing • Accounting • Personnel Economics/M.M5 - Personnel Economics/M.M5.M53 - TrainingJEL : M - Business Administration and Business Economics • Marketing • Accounting • Personnel Economics/M.M5 - Personnel Economics/M.M5.M54 - Labor Management[ SHS.GESTION ] Humanities and Social Sciences/Business administration[SHS.GESTION] Humanities and Social Sciences/Business administrationskillcompétence relationnellecompétence
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