Développement de l’expertise des usagers via les TIC : quels enjeux pour les travailleurs des relations de services ?

Abstract

Immaterial and relational services occupy an increasingly important place in the economy and growth dynamics. The main objective of this paper is to analyze the effects of information technologies (E-services : E-banking or E-administration) dedicated to users in subsequent « face to face » service relationships with agents. Two studies were carried out : in the private sector (banks) and in the public sector (city council).In fact, the users’ acquired expertise has many impacts on professional activity : competency development, autonomy, implication, but also some commitments for regulating modes of workload intensification (training, coping behaviours) as well as their impact on health (stress).

Keywords

• service relationship
• information technologies
• users
• competencies
• work intensity
• health