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• 30 mar 2016

  Chamada de trabalhos - Economia

  Open data et Intelligence Économique

  Nouvelles ressources, nouveaux usages, nouveaux défis

  Initié aux USA et en Angleterre en 2009, le mouvement d'ouverture des données (open data) consiste, pour une organisation, à rendre accessibles certaines de ses données (transports, météo, santé, marchés publics,...) pour qu’elles soient réutilisables par des entreprises ou des citoyens. Au-delà des enjeux initiaux sur la transparence de l’action publique, l’ouverture des données devient une source d’information importante. En France, par exemple, l’État met à disposition ses données, des start-up construisent des services innovants sur la base de données ouvertes et des acteurs historiques ouvrent leurs données à leur écosystème.

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• 12 jan 2016

  Atenas

  Chamada de trabalhos - Sociologia

  Customer-facing service work as a moment of truth?

  European Group for Organization Studies (EGOS) 2015 – Subtheme n°64

  The proportion of people working in jobs where dealing with a client/customer is essential has grown considerably (e.g. MacDonald & Merrill, 2009). Although this could encourage the investigation of differences and singularities of service work, managerialist approaches rather tend to assume universal management models, based on a prescriptive set of human resources practices and a harmonious vision of the relationships between management, customers and employees. Writing within this tradition, Norman (1984) labeled the point at which client/customer and service worker interact as the 'moment of truth' for the service firm. This sub-theme asks scholars to critically reflect on what kind of truth claims are put forward, enacted and experienced within service interactions, and on how we, as scholars, mediate these truth claims. A different set of answers to these questions are suggested, for instance, within sociological approaches that analyse service settings as based on potentially antagonistic relationships leading to contradictions and tensions between the parties involved (e.g. Korczynski, 2002; Lopez, 2010).

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