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...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Institut de Recherche Robert-Sauvé en Santé et en Sécurité du Travail (IRSST)
2013-04-01
|
| Series: | Perspectives Interdisciplinaires sur le Travail et la Santé |
| Subjects: | |
| Online Access: | https://journals.openedition.org/pistes/2974 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1841551539754237952 |
|---|---|
| author | Michel Dubois Marc-Éric Bobillier Chaumon |
| author_facet | Michel Dubois Marc-Éric Bobillier Chaumon |
| author_sort | Michel Dubois |
| collection | DOAJ |
| description | 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). |
| format | Article |
| id | doaj-art-599748085d574c879a104a510fd14f57 |
| institution | Kabale University |
| issn | 1481-9384 |
| language | English |
| publishDate | 2013-04-01 |
| publisher | Institut de Recherche Robert-Sauvé en Santé et en Sécurité du Travail (IRSST) |
| record_format | Article |
| series | Perspectives Interdisciplinaires sur le Travail et la Santé |
| spelling | doaj-art-599748085d574c879a104a510fd14f572025-01-09T16:02:15ZengInstitut de Recherche Robert-Sauvé en Santé et en Sécurité du Travail (IRSST)Perspectives Interdisciplinaires sur le Travail et la Santé1481-93842013-04-019210.4000/pistes.2974Développement de l’expertise des usagers via les TIC : quels enjeux pour les travailleurs des relations de services ?Michel DuboisMarc-Éric Bobillier ChaumonImmaterial 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).https://journals.openedition.org/pistes/2974healthcompetenciesservice relationshipinformation technologiesuserswork intensity |
| spellingShingle | Michel Dubois Marc-Éric Bobillier Chaumon Développement de l’expertise des usagers via les TIC : quels enjeux pour les travailleurs des relations de services ? Perspectives Interdisciplinaires sur le Travail et la Santé health competencies service relationship information technologies users work intensity |
| title | Développement de l’expertise des usagers via les TIC : quels enjeux pour les travailleurs des relations de services ? |
| title_full | Développement de l’expertise des usagers via les TIC : quels enjeux pour les travailleurs des relations de services ? |
| title_fullStr | Développement de l’expertise des usagers via les TIC : quels enjeux pour les travailleurs des relations de services ? |
| title_full_unstemmed | Développement de l’expertise des usagers via les TIC : quels enjeux pour les travailleurs des relations de services ? |
| title_short | Développement de l’expertise des usagers via les TIC : quels enjeux pour les travailleurs des relations de services ? |
| title_sort | developpement de l expertise des usagers via les tic quels enjeux pour les travailleurs des relations de services |
| topic | health competencies service relationship information technologies users work intensity |
| url | https://journals.openedition.org/pistes/2974 |
| work_keys_str_mv | AT micheldubois developpementdelexpertisedesusagersvialesticquelsenjeuxpourlestravailleursdesrelationsdeservices AT marcericbobillierchaumon developpementdelexpertisedesusagersvialesticquelsenjeuxpourlestravailleursdesrelationsdeservices |