Calmer le râleur (notice n° 987337)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02830cam a2200289 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250125130240.0 |
| 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 | Jammet, Thomas |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Calmer le râleur |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2019.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 51 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Dans une perspective interactionniste inspirée des travaux d’Erving Goffman, cet article décrit le travail d’intermédiation des administrateurs de pages Facebook et comptes Twitter de grandes entreprises de services ( community managers). Il s’intéresse en particulier aux compétences interactionnelles et langagières mises en œuvre par ces professionnels pour apaiser les clients mécontents avant de réorienter leurs requêtes auprès des salariés chargés de leur traitement au sein des organisations. Partant du constat d’un phénomène de contournement des canaux usuels de la relation client ( customer relationship management, abrégé CRM) au profit des plateformes du Web social, l’article restitue la contribution des community managers au processus de rationalisation d’une relation client numérisée, qualifiée de Social CRM. L’analyse s’inscrit, ce faisant, dans le sillage des travaux sociologiques qui questionnent le rôle grandissant de la technologie numérique dans la relation de service. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | On Cooling the Grumbler Out: Contribution to the Study of Customer Relationship on Web 2.0Drawing upon an interactionist perspective inspired by the work of Erving Goffman, the paper describes the intermediating work of managers of large service companies’ Facebook pages and Twitter accounts (community managers). It focuses on the interactional and language skills used by these professionals to appease angry customers in order to redirect their requests to the employees in charge of their processing within the organizations. Starting from the observation of a phenomenon of bypassing the usual channels of customer relationship management (CRM) in favor of the social web platforms, the article summarizes the contribution of community managers to the rationalization process of a digitized customer relationship called “Social CRM”. By doing so, the analysis follows the wake of sociological studies that question the growing role of digital technology in the service relationship. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Social CRM |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | relation client |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | médias sociaux |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | interactions |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | community management |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Social CRM |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Interactions |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Customer Relationship Management |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Community Management |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Social Media |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Terrains & travaux | 34 | 1 | 2019-07-19 | p. 137-161 | 1627-9506 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/revue-terrains-et-travaux-2019-1-page-137?lang=fr&redirect-ssocas=7080">https://shs.cairn.info/revue-terrains-et-travaux-2019-1-page-137?lang=fr&redirect-ssocas=7080</a> |
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