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La gestion paradoxale des compétences de service

Abstract : 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.
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Contributor : Centre de Recherche En Gestion Crg <>
Submitted on : Sunday, October 25, 2015 - 2:55:43 AM
Last modification on : Wednesday, September 16, 2020 - 2:40:06 PM


  • HAL Id : hal-01220141, version 1


Damien Collard, Jean-Baptiste Suquet, Nathalie Raulet-Croset. La gestion paradoxale des compétences de service. Formation Emploi. Revue française de sciences sociales, La documentation française/CEREQ, 2015, pp.49-67. ⟨hal-01220141⟩



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