Gérer les connaissances d’employés de service dans de grandes organisations hiérarchiques : le rôle fondamental des acteurs transversaux (notice n° 678022)
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| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250121202132.0 |
| 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 | Nogues, Sarah |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Gérer les connaissances d’employés de service dans de grandes organisations hiérarchiques : le rôle fondamental des acteurs transversaux |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2019.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 12 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Dans une économie de la connaissance, toute entreprise a intérêt à gérer les connaissances de ses employés à en créer de nouvelles dans un processus d’innovation continue. Reconnaître la logique communautaire des employés représente un défi pour les organisations à forte structure hiérarchique ayant de la difficulté à contrôler le travail des employés, notamment lorsque leur travail implique une interaction directe avec la clientèle. Notre article questionne la possibilité d’une écologie de la connaissance dans ces contextes organisationnels à l’aide des travaux théoriques d’Etienne Wenger, en prenant le cas du personnel navigant commercial dans les compagnies aériennes. Nous avons mené une recherche de terrain qualitative avec entretiens semi-dirigés auprès de 59 agents de bord et directeurs de vol provenant de trois compagnies aériennes occidentales. Nos résultats mettent en évidence le rôle central des acteurs transversaux pour la gestion des connaissances des communautés professionnelles dans les grandes entreprises à forte structure hiérarchique. Codes JEL : O30, M5, R49 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | In the knowledge economy, it is in every company’s interest to engage in managing and creating knowledge in a process of continuous innovation. For large, highly hierarchized companies who seek to control their employees’ work, recognizing the latter’s communautarian logic and implicit practices is challenging, especially when a customer service is involved. Our paper questions the possibility of a knowledge ecology in this type of organizations based on the work of Etienne Wenger. We study the case of commercial airline cabin crews. We led a qualitative field research with semi-directive interviews with 59 flight attendants and service directors from three Western airlines. Our results show the importance of transversal roles in managing the knowledge of professional communities in large companies with a strong hierarchical structure. JEL Codes: O30, M5, R49 |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Gestion des connaissances |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Innovation |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Écologie de la connaissance |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Service à la clientèle |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Personnel Navigant Commercial |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Communautés de pratique |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Cabin Crews |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Innovation |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Customer Service |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Knowledge Management |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Community of Practice |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Knowledge Ecology |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Tremblay, Diane-Gabrielle |
| Relator term | author |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Innovations | 58 | 1 | 2019-02-14 | p. 19-48 | 1267-4982 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/revue-innovations-2019-1-page-19?lang=fr&redirect-ssocas=7080">https://shs.cairn.info/revue-innovations-2019-1-page-19?lang=fr&redirect-ssocas=7080</a> |
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