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Enjeux, contraintes et potentialités des organisations "orientées clients". Le cas de deux entreprises de service : ASSUR et la RATP

Abstract : For 10 years, the concepts of « service » and « services relations » are more and more important in industry, administration and services. All these organizations try to put the client ot the use or the client at the center of their organisationnal process, giving a new status to the organization centered on the client. These organizations are particularly intersted in the development of services relations which are now central in their strategy of development. We have studied this evolution in two companies : the french assurance company ASSUR and the transport company of metro in Paris, the RATP. They both take care about the adaptation of their offer to the needs and expectations of their clients, about the quality of prestations and services, and about the personnalization of their relations with the clients. This new strategic orientation involves a modification of the situations and conditions of work which require from the employees to developp new competences, new attitudes, new professionnal culture and new professionnal practices centered on the service offered to the client. The aim of this comparative work is to identify and analyse the consequences of these strategies centered on the client on works organization, on the nature of the work of the employees in direct contact
with clients, and on social relationships. We have focused our analysis on the issues that the employees are daily meeting in their direct relations with clients. These two compagnies have tried to supplemente to their old industrial logic with a new servicial logic of production. They actually have failed because of many reasons essentially due to organisation of work, to power relationships, to managerial presupposes (seen as evidences), to the lack of reflexivity and to the ideological dimension of these projects.
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Submitted on : Monday, April 5, 2004 - 5:59:09 PM
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Sophie Beauquier. Enjeux, contraintes et potentialités des organisations "orientées clients". Le cas de deux entreprises de service : ASSUR et la RATP. Economies et finances. Ecole des Ponts ParisTech, 2003. Français. ⟨tel-00005756⟩

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