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Communautés de pratique et performance dans les relations de service, cas des "Front-Office". Quels enseignements pour la GRH ?

Abstract : The Communities of Practice (CP) are identified as conductive structures for learning and knowledge transfer between members of the organization. Besides practitioners in management, many researchers were interested in these groups. Some have highlighted their operational roles in organizations (Lave et Wenger 1991 ; Brown et Duguid, 1991 ; Wenger 1998 ; Smith et Farquhar 2000 ; Lesser et Stork 2001 ; Mc Dermott 2002 ; Guérin 2005 ; Schenkel et Teigland, 2008 ; Hemmasi et Csanda, 2009), and others have tried to identify their structural and epistemic characteristics (Wenger 1998 ; Chanal 2000 ; Cohendet et al., 2003 ; Blunt, 2003 ; Josserand et St Leger, 2004 ; Guérin 2005 ; Thompson 2005.). However, the link between such communities and employee performance is seldom investi¬gated, especially in service firms. This has encouraged us to conduct our study on the relationship between CP and member's performance in the context of service relationships and more specifically in the front office of these companies. Furthermore, our thesis is part of the Human Resource Management sciences, and we aim to draw some lessons for HRM practices in organizations. This is an attempt to bring the concept of CP and HRM that gives a certain originality in our work. This allows us to get some current common and dominant in the field of study of CP, where contributions are often recorded mainly in the approach to Knowledge Management in organization. * Our problem Our problem is based on the understanding and analysis of the CP's links with the performance of its members. The CP does contribute to the performance of its members in service relationships? To develop these questions, we decided to decompose it as follows: - Is there link between membership of an employee to a CP and its performance in the context of service relationships? - If this link exists, how this last one is built? What are the different mechanisms by which it was constuct in service relationships? - If this link exists, what are the lessons that may have drawn some HRM practices in organizations? * Our Method Following several authors' advices, we turned in our empirical part to the case study approach. Un empirical work investigating a contemporary phenomenon in its context of real life (Yin, on 1994; Eisenhardt, on 1989 ; Baumard and Ibert, on 1998; Hoepfl, on 2007; Giordano, 2003) Our study is led in the front-office of two public organizations and in a bank (private sector). Eight units composing these devices of reception were studied : four call centers and four reception desks. Our study revealed interesting results. They have greatly enriched the knowledge in the various areas covered, as well as lessons for certain practices in organizations.
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https://tel.archives-ouvertes.fr/tel-00695984
Contributor : Lamine Mebarki <>
Submitted on : Wednesday, November 21, 2018 - 10:14:35 AM
Last modification on : Wednesday, October 21, 2020 - 3:12:38 AM
Long-term archiving on: : Friday, February 22, 2019 - 12:56:20 PM

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Lamine Mebarki. Communautés de pratique et performance dans les relations de service, cas des "Front-Office". Quels enseignements pour la GRH ?. Gestion et management. Université de la Méditerranée - Aix-Marseille II, 2011. Français. ⟨tel-00695984v2⟩

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