| Autor: |
Florence Motté, Céline Poret |
| Jazyk: |
English<br />French |
| Rok vydání: |
2018 |
| Předmět: |
|
| Zdroj: |
Activités, Vol 15, Iss 1 (2018) |
| Druh dokumentu: |
article |
| ISSN: |
1765-2723 |
| DOI: |
10.4000/activites.4896 |
| Popis: |
This article presents the genesis and implementation of a method that consisted in simulating the activity of processing a customer request in the field of the service relationship. The purpose of this simulation was twofold: to reveal a collective activity that unfolds in a distributed way in time and space and to identify the levers of transformation to facilitate the service relationship and make it more fluid. This simulation, known as "Transverse Reflexive Simulation", elicits the work thanks to the knowledge acquired on human activity in its various dimensions in an existing research programme in the R&D (Research and Development) division of a large company. It makes it possible to work on continuity, an element crucial to quality of service and customer satisfaction, by opening spaces for constructing this continuity. By promoting the development of individuals, collectives and organizations, Transverse Reflexive Simulation contributes to the company's long-term performance. |
| Databáze: |
Directory of Open Access Journals |
| Externí odkaz: |
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