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Communication Dans Un Congrès Année : 2021

The Retention of Airline’s Customer Service Agents Within the Framework of the Digitalization of the Service Relationship

Résumé

This paper presents the results of research aimed at understanding the increase in health problems among airline customer service agents in a context of multiple transformations: an overall aging population, downsizing, and the digitalization of the service relationship. This action-research combines a synchronic and diachronic approach to health/work relations in order to understand the occurrence of a health problem in a present situation while situating it in the evolution of working conditions and employees’ career paths. The results analyze the tensions between work and worker transformations. These tensions arise from the way in which decision-makers manage change, considering digitalization only from the point of view of progress and ageing only from the point of view of decline. Consequently, these tensions produce an intensification of work depriving experienced employees of their strategies, built up over the course of their career, and which aim at the quality of the service relationship, preservation of health and safety. This prolonged exposure to constraints ultimately leads to the departure of former employees from their jobs. These results insist on integrating a participatory approach when introducing a new technology, which takes into account the real work and the skills - often tacit - that agents develop to deal with hazards, manage quality and preserve their health.
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Dates et versions

hal-03500835 , version 1 (22-12-2021)

Identifiants

Citer

Lucie Reboul, Catherine Delgoulet, Corinne Gaudart. The Retention of Airline’s Customer Service Agents Within the Framework of the Digitalization of the Service Relationship. 21st Triennial Congress of the International Ergonomics Association. “HFE in a connected world”, Jun 2021, Vancouver, Canada. pp.25-32, ⟨10.1007/978-3-030-74605-6_4⟩. ⟨hal-03500835⟩
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