Stress des salariés en relation service client : Proposition d'un cadre d'analyse à partir de cinq entreprises françaises

Customer relationship, work relationship and impact of managerial practices on employees' well being need to be studied as a whole. Customer service employees' management are focused on cost and efficiency, so human resource practices need to be investigated. Qualitative research led within 5 French customer service organizations, allowed us to develop a systemic research frame between Human Resource, Customer Relationship Management and occupational stress. This systemic research frame highlights the need to manage differently by a personalisation of process, including the rule of individuals, autonomy and efficiency, and objectify prevention.