Organisation des bureaux de poste et gestion de la file d'attente : analyse des interactions guichetier-client (notice n° 1021658)
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| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250125165520.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Aoufi, Abdelkader |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Organisation des bureaux de poste et gestion de la file d'attente : analyse des interactions guichetier-client |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2011.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 40 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Si nous nous intéressons aux interactions - c’est-à-dire le personnel, ou « guichetiers », en contact avec le client - c’est parce nous considérons qu’il s’agit des acteurs qui permettent de déchiffrer, au sein de l’activité de service, les conséquences des décisions prises en amont et dont l’incohérence éventuelle va se manifester au travers d’interactions problématiques. Cette recherche exploratoire, dont l’objectif est de déterminer les causes explicatives de la file d’attente, est basée sur un travail empirique fondé sur des observations centrées sur les relations de guichetiers/ clients, des entretiens de deux groupes guichetiers représentant 40 bureaux de poste dans la région parisienne ainsi que des entretiens de cinq groupes de clients. Les bureaux choisis, (bureaux test), présentent des temps d’attente élevé. Ils ont des caractéristiques variées de fréquentation, de taille et d’implantation géographique. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Organization of post offices and management of the line : analysis of the interactions counter clerk-customer If we focus on interactions - that is to say, the staff, or « counter clerks », in touch with the customer – it is because we believe that these are actors who allow to decipher within the service activity the consequences of the decisions taken earlier and whose possible inconsistencies will occur through problematic interactions. This exploratory research that aims to determine the explanatory causes of the queue is based on empirical work established on observations centred on the relationship counter clerks/customer ; interviews of two groups counter clerks representatives of 40 post offices in the Paris region and interviews of five groups selected customers. These offices (test offices) exhibit high latency. They have varying characteristics attendance, size and geographical location. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Organización de las oficinas de correos y gestión de la cola : análisis de las interacciones taquillero - cliente Si nos interesamos por las interacciones – es decir el personal, o « taquilleros », en contacto con cliente – es parce consideramos que se trata de unos actores que permiten descifrar, en el seno de la actividad de servicio, las consecuencias de las decisiones tomadas río arriba y cuya incoherencia eventual va a manifestarse a través de interacciones problemáticas. Esta investigación exploratoria, cuyo objetivo es determinar las causas explicativas de la cola, está basada en un trabajo empírico fundado sobre observaciones centradas sobre las relaciones de taquilleros/ clientes, mantenimientos de dos grupos al representar taquilleros 40 oficinas de correos en la región parisina así como mantenimientos de cinco grupos de clientes. Las oficinas seleccionadas (oficinas pruebas) presentan los tiempos de espera elevado. Tienen caracteristicas variadas de frecuentación, de talla y de implantación geográfica. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | client |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | organisation |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | satisfaction |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | guichetier |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | file d'attente |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | queue (line) |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | counter<br/>clerks |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | customer |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | satisfaction |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | organization |
| 786 0# - DATA SOURCE ENTRY | |
| Note | La Revue des Sciences de Gestion | 251 | 5 | 2011-12-01 | p. 157-164 | 1160-7742 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/revue-des-sciences-de-gestion-2011-5-page-157?lang=fr&redirect-ssocas=7080">https://shs.cairn.info/revue-des-sciences-de-gestion-2011-5-page-157?lang=fr&redirect-ssocas=7080</a> |
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