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Theses

Régulations individuelles et collectives de situations critiques dans un secteur de service : le guichet de La Poste

Abstract : The objective of the research is to help service employees to adapt to new economical and social factors. In order to achieve this goal, it is necessary to find solutions to this 21 century problem. It is necessary to specify the regulation used in the daily management of service relations. This would enable to counter-act fluctuations and problems arising. In theory a four point activity model can be used to find a happy medium between the systems requirements (rules, tools), others requirements (hierarchy, team, colleagues), customer requirements (before simple users) and operators' characteristics. Furthermore, the post office clerks work can be analyzed.
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https://halshs.archives-ouvertes.fr/tel-01313728
Contributor : Sandrine Caroly <>
Submitted on : Tuesday, May 10, 2016 - 1:07:12 PM
Last modification on : Friday, July 17, 2020 - 9:28:30 AM
Long-term archiving on: : Tuesday, November 15, 2016 - 11:21:40 PM

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  • HAL Id : tel-01313728, version 1

Citation

Sandrine Caroly. Régulations individuelles et collectives de situations critiques dans un secteur de service : le guichet de La Poste. Psychologie. Ecole Pratique des Hautes Etudes, 2001. Français. ⟨tel-01313728⟩

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