000			01669cam a2200241 4500500
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041			_afre
042			_adc
100	1	0	_aNogues, Sarah _eauthor
700	1	0	_a Tremblay, Diane-Gabrielle _eauthor
245	0	0	_aManaging the knowledge of frontline employees in hierarchical organizations: The fundamental role of transversal actors
260			_c2019.
500			_a12
520			_aIn 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			_aCabin Crews
690			_aInnovation
690			_aCustomer Service
690			_aKnowledge Management
690			_aCommunity of Practice
690			_aKnowledge Ecology
786	0		_nInnovations | o 58 | 1 | 2019-02-14 | p. 19-48 | 1267-4982
856	4	1	_uhttps://shs.cairn.info/journal-innovations-2019-1-page-19?lang=en&redirect-ssocas=7080
999			_c502901 _d502901