Relations de service et approche ergonomique : saisir le caractère dynamique et situé de l’activité au travers de l’analyse des interactions « agent-client »
In light of current research on cognition or situated action, we discuss the process of activity analysis in the field of services. At first we place cognitive ergonomics, connected with activity analysis, in the study domain of service relations by considering the structural situational factors of...
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| Format: | Article |
| Language: | English |
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Association Recherche et Pratique sur les Activités
2004-10-01
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| Series: | Activités |
| Subjects: | |
| Online Access: | https://journals.openedition.org/activites/1262 |
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| Summary: | In light of current research on cognition or situated action, we discuss the process of activity analysis in the field of services. At first we place cognitive ergonomics, connected with activity analysis, in the study domain of service relations by considering the structural situational factors of work organization and social interaction. After introducing the particular case of the welcoming clerks as a strategic position in the company and as an activity throughout the organization, we illustrate our argument with a synthesizing presentation of a study about the process of social categorization. That process underlies the “agent-client” reception relation within an international airport. We investigate and discuss these socio-cognitive processes and, more generally, the social interaction as central model for the dynamic and situated approach to service relations. |
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| ISSN: | 1765-2723 |