De la puissance de la modération involontaire aux réputations harmonieuses : monographie des actions des intermédiaires locaux de la politique sociale d'EDF, des acteurs faibles en statut mais riches de leurs capitaux symboliques

Abstract : EDF, like many other public monopolies in France, has seen its status change in recentyears. At the same time companies are meeting new social problems, the EDF electrician is increasingly facing unpaid bills. The values of the company EDF, historically focused on social aspects, are questioned at this time of crisis while people may face more and more risks in their daily lives. In this context, we think it is worthwhile studying the notion of reputation and analyzing how it is built locally in terms of social interaction between the company and its customers. Between "saying" and "doing", identity and ethics, EDF values and actions are constantly being judged. The reputation of EDF as, a solidarity-based company, is at stake.The positioning and the nature of the “Intermediaries” have a major role to play in reconfiguration EDF reputation, still as a “social” company in the local territories. Because Intermediaries are anchored with the reality, their actions make the relationship between the customers and the energy distributor more balanced and harmonious. The role of Intermediaries remains significant despite the evolution of the concept of territory. Indeed, they now have access to new digital arenas – such as social networks that enlarge the reputations market – where they can benefit from their symbolic capital which is as crucial as unique for EDF reputation.This study analyse and compare five case studies to address two interrelated research questions: Within their respective contexts, to what extent do the actions of local Intermediaries have an impact on the perception of the customers and therefore on the harmonious and positive social reputation of EDF? And conversely, to what extend are theactions of the local Intermediaries influenced by the reputation of solidarity policy of the company? In an actionalist approach, our sociological interpretation will be positioned around the central assumption that reputation spreads between local areas and the broader sphere in aclose correlation with the actions and attitudes of Intermediaries.
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Jean-Marc Lairaudat. De la puissance de la modération involontaire aux réputations harmonieuses : monographie des actions des intermédiaires locaux de la politique sociale d'EDF, des acteurs faibles en statut mais riches de leurs capitaux symboliques. Sociologie. Université Panthéon-Sorbonne - Paris I, 2017. Français. ⟨NNT : 2017PA01E037⟩. ⟨tel-02003518⟩

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