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• 30 mar 2016

  Call for papers - Economy

  Open data and competitive intelligence

  New resources, new uses, new challenges

  The open data movement, which emerged in the USA and the UK in 2009, refers to an organization’s making some of its data (transport, weather, health, public markets, etc.) accessible for reuse by businesses or the public. Beyond the initial challenges related to the transparency of public action, open data are an important source of information. In France, for example, the state makes its data available, start-ups are building innovative services based on open data and historical actors have opened their data to their ecosystem.

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• 12 jan 2016

  Athens

  Call for papers - Sociology

  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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