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Faut-il encore différencier compétences explicites et compétences implicites dans la relation de service ?

Abstract : This article is part of a wider search concerning the modeling of the implicit dimension within the organization. The object of this paper concerns indeed the skills in the relation of service which is deeply affected by the evolution of the new tasks asked to the employee in companies. After an ethno-methodological investigation with agents in touch with customers (ACC) of the SNCF, we demonstrated that in situ, the subdivision between implicit and explicit competence loses its full meaning.
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https://halshs.archives-ouvertes.fr/halshs-01860065
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Submitted on : Wednesday, August 22, 2018 - 9:46:10 PM
Last modification on : Tuesday, June 9, 2020 - 2:24:03 PM
Long-term archiving on: : Friday, November 23, 2018 - 4:06:29 PM

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Mohamed Ali Abdelwahed. Faut-il encore différencier compétences explicites et compétences implicites dans la relation de service ?. Management & Sciences Sociales, Kedge Business School, 2016, Contextualisation : pratiques et enjeux, 20 (20), pp.39-50. ⟨halshs-01860065⟩

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