Espaces, pratiques et transition dans l’organisation : une ethnographie en gares

Abstract : Change in customer service meets a need in public firms and more so for those with territorialized networks, for whom this mutation leads to a change of practices and work places. SNCF, the French national railway company, which is a public, commercial and industrial organization, manages the infrastructure of the French national railways and the operations of transport services (passenger and freight). For Foucault (1967), the train “is something we pass through, it is also something that brings us from one point to another, and then it is also something that passes by”, space of the “outside” and of the “inside”, the train station is a paradigmatic case of the rail world. The station is a place geographically and an architectural unit, and it includes actors interacting with tools (screens, ticket machines, punching machine, touch panel information) but also objects (chairs, tables, piano, etc.) The train station basically embodies the organization through material objects which are at the same time witnesses and actors of organizational transformations of SNCF and more widely societal evolutions. This importance given to material artifacts is paradoxical when the business is divided in its activities (TGV, Transilien, TER) and when the dematerialisation has already become a strategic priority in recent years.
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Albane Grandazzi. Espaces, pratiques et transition dans l’organisation : une ethnographie en gares. Gestion et management. PSL Research University, 2018. Français. ⟨NNT : 2018PSLED053⟩. ⟨tel-02157973⟩

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