Développement de l’expertise des usagers via les TIC : quels enjeux pour les travailleurs des relations de services ?
Immaterial and relational services occupy an increasingly important place in the economy and growth dynamics. The main objective of this paper is to analyze the effects of information technologies (E-services : E-banking or E-administration) dedicated to users in subsequent « face to face » service...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Institut de Recherche Robert-Sauvé en Santé et en Sécurité du Travail (IRSST)
2013-04-01
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| Series: | Perspectives Interdisciplinaires sur le Travail et la Santé |
| Subjects: | |
| Online Access: | https://journals.openedition.org/pistes/2974 |
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| Summary: | Immaterial and relational services occupy an increasingly important place in the economy and growth dynamics. The main objective of this paper is to analyze the effects of information technologies (E-services : E-banking or E-administration) dedicated to users in subsequent « face to face » service relationships with agents. Two studies were carried out : in the private sector (banks) and in the public sector (city council).In fact, the users’ acquired expertise has many impacts on professional activity : competency development, autonomy, implication, but also some commitments for regulating modes of workload intensification (training, coping behaviours) as well as their impact on health (stress). |
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| ISSN: | 1481-9384 |