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• 31 jui 2015

  Igoumenitsa

  Chamada de trabalhos - Linguagem

  Foreign Language Teaching in Tertiary Education IV

  Business and Foreign Languages

  The economic crisis has led to high unemployment in Greece and in the European South in general and therefore many young people leave their country in order to work in businesses either in Europe or on other continents. This mobility however, if regarded as a factor that promotes the professional competitiveness of young people, enriching their knowledge and skills abroad and allowing them to transfer their interlingual and intercultural experience to other businesses or back to their country, leads us to the conclusion that the knowledge of one or more foreign languages is one of the pillars of young people’s creativity and adaptation in the workplace.

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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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