Service Workers’ Sensemaking Process of Customer Misbehavior: The Case of French Rail Transport
Drawing on Weick’s sensemaking theory and based on an in-depth ethnography of a French public railway company, this article reveals the cognitive map that underlines the service worker’s interpretation of customer misbehavior. It appears that this process is ground on the sensemaking of the motive o...
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| Format: | Article |
| Language: | English |
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Association International de Management Stratégique (AIMS)
2025-02-01
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| Series: | M@n@gement |
| Subjects: | |
| Online Access: | https://management-aims.com/index.php/mgmt/article/view/9426/18854 |
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