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- W2885873381 abstract "Relations with the general public are a key component of many working situations. This is the case for the body employing “Pension Advice Technicians” responsible for handling the case files of beneficiaries - future pensioners - and managing relations with them. In these situations, the quality of service is conventionally measured through an array of indicators used to steer the services provided and control the work carried out. However, these indicators do not measure the full range of skills used by members of staff. Our research aims to understand the work of the technicians and address its complexity in order to show how they ensure the reliability of the service they provide. Our methodology was based on an ergonomic analysis of the activity, adopting a holistic approach to the work and its challenges. It examines the dynamic management they deploy both within the working day and over longer time scales to manage the different requirements and logics which underpin the work to support beneficiaries and oversee their case files. This profession, which requires high levels of administrative rigour, also requires an ability to manage the multiple dynamics involved, including the relationships the technicians established with the beneficiaries themselves, as well as with the internal control bodies. From an ergonomics perspective, the aim is to ensure the working methods do not hinder the construction and mobilisation of these skills, but on the contrary support their development." @default.
- W2885873381 created "2018-08-22" @default.
- W2885873381 creator A5045410628 @default.
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- W2885873381 date "2018-08-05" @default.
- W2885873381 modified "2023-10-14" @default.
- W2885873381 title "The Dynamics of a Service Relationship: The Example of Technicians Working for Pension Schemes" @default.
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- W2885873381 doi "https://doi.org/10.1007/978-3-319-96080-7_36" @default.
- W2885873381 hasPublicationYear "2018" @default.
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