L’agressivité verbale des clients est devenue un phénomène d’ampleur dans les activités de service et tout particulièrement dans le secteur des centres d’appels. L’ambition générale de cette thèse est de contribuer à une meilleure connaissance de ce phénomène. En mobilisant une perspective théorique fondée sur les ressources, nous examinons sur une base quotidienne la relation entre l’agressivité verbale des clients et le niveau de ressources perçu des salariés à la fin de leur journée de travail. En outre, nous faisons l’hypothèse que cet épuisement éventuel des ressources est susceptible de se prolonger jusqu’au lendemain matin et d’affecter ensuite la performance des salariés, mesurée à l’aide de deux indicateurs : la productivité journalière et l’engagement dans des comportements de sabotage du service à la clientèle. Par ailleurs, nous considérons le rôle du soutien organisationnel perçu (SOP) en tant que ressource susceptible d’atténuer les effets négatifs de l’épuisement des salariés sur leur performance. Nous testons ces propositions au travers d’un design quantitatif longitudinal à mesures répétées sur trois échantillons distincts de salariés de centres d’appels. La plupart de nos hypothèses sont vérifiées à l’exception notable du rôle modérateur du SOP sur la relation entre l’épuisement des ressources en début de journée de travail et les comportements de sabotage. Ces résultats sont discutés au regard des limites méthodologiques de nos études. Les contributions théoriques et managériales sont mises en évidence et des pistes de recherche sont proposées. / Customer mistreatment of employees is a major phenomenon in service activity, specifically for call center industries. This research aims to contribute to an improvement in our knowledge of this phenomenon. Taking a resource perspective, we examined the daily relationship between customer mistreatment of employees and the perceived level of resources of employees at the end of their workday. In addition, we hypothesized that this potential depletion of resources would be likely to last until the next morning and continue to affect employee performance, as measured by two indicators: daily productivity and employee sabotage. Further, we considered the role of perceived organizational support (POS) as an employee’s individual resource moderator that would mitigate the effect of employee depletion on employee performance. We tested these proposals through an experience sampling methodology. Most of our assumptions were verified with the notable exception of the moderating role of POS on the relationship between resource depletion at the beginning of the work day and employee sabotage. These results are discussed with regard to the methodological limitations of our studies. Theoretical and managerial contributions are highlighted and research leads are proposed.

Many asylum seekers have experienced trauma that causes them to flee their home country. A large portion of asylum seekers are women and are fleeing gender-based violence or experiencing it while fleeing. Due to this trauma, the researcher and the Human Rights Initiative of North Texas, a non-profit legal and social services organization, developed a research project to examine how trauma-informed,the asylum-seeking system is in the United States, specifically for those who are fleeing gender-based violence. A trauma-informed care approach attempts to address trauma and retraumatization systematically for both traumatized persons and those who work with traumatized people. This research takes a qualitative approach because it would allow for more in-depth and detailed analysis through trauma-informed, governmentality, and necropolises lenses. I interviewed 18 experts who, either as a social or legal service, specialize in working with asylum seekers who have experienced gender-based violence. These interviews, ranging from thirty minutes to an hour and a half, were recorded, transcribed, and coded for themes such as gender, trauma, and social determinants of health. None of the participants found the United States asylum-seeking system to be trauma-informed. The asylum-seeking system in the United States is not set up to meet clients where they are, and it works against their needs in a way that retraumatizes them and makes arguing their cases more complicated.

Community nurses have a critical role in caring for people and families affected by HIV/AIDS in the home setting. Despite this, there is a dearth of Australian literature describing the health needs of these clients who are referred to them. This study identified the demographic, clinical and psychoemotional aspects of adult clients with HIV/AIDS in Sydney, Australia, who were referred to community nurses and died between 1993 and 1995. Retrospective data from the records of 73 clients identified on 171 Community Nursing Referral Forms completed within the study period from an inpatient HIV/AIDS Unit was analysed using descriptive statistics and content analysis. The sample was demographically similar to the general population of people with HIV/AIDS during the study period. The most commonly identified clinical aspects of clients included oral candida, mycobacterium avium complex, anaemia, drug intolerance, cytomegalovirus, pain, fever, diarrhoea, weight loss and cough. The most commonly identified psychoemotional variables were depressed mood, anxiety, grief and nonadherence to suggested interventions, with the most common emergent theme being the physical effects of HIV/AIDS illness. Emotional support, symptom monitoring and home assessments were the most common requests made of community nurses. The study sample represented 14% of people who died following AIDS in New South Wales during this known peak period of AIDS diagnoses and deaths following AIDS. As a result of this study, documentation exists describing the characteristics of clients with advanced HIV/AIDS referred to community nurses. Current and future clients with advanced HIV/AIDS referred to community nurses may experience a similar clinical picture to that identified in this study. The findings can be used to reveal relationships amongst the key variables; lay the foundation for further comparative, theory or hypothesis driven studies; and demonstrate how this influences the community nursing role, strategies, interventions and outcomes.

La présente étude porte sur les facteurs déterminants d’une expérience significative en psychothérapie selon la perspective de clients adultes. Les deux principaux objectifs poursuivis dans cette thèse sont : 1) l’exploration et la description des facteurs déterminants d’une expérience significative en psychothérapie selon la perspective des clients; et 2) l’élaboration d’une représentation synthétique et structurée de ces facteurs. Les facteurs déterminants sont regroupés sous sept catégories (Clients, Psychothérapeutes, Relation thérapeutique, Environnements, Impacts, Temps et Investissements) et sous quatre sous-catégories (Corporelle, Émotionnelle, Cognitive et Interactive).

This thesis treats of security provisions, which hotels are using to protect health and property of accommodated persons. In the opening part is caught the progress of attendance and capacities of hotels in the Czech republic during a specific time period. The next chapter focuses on possible threats, which are imminent to hotels during the operation. The third part of the thesis solves particular methods of application of security provisions, these are verified in two concrete hotels in the next chapter. In the last chapter is by the help of questionnaire research obtained and evaluated the view of clients on security during their accommodation in the hotel.

This study explored how psychodynamically oriented therapists understand and work with negative racial sentiments arising in traumatized clients. One of the aims of the study was to highlight and examine the technical, countertransferencial and ethical dilemmas faced when a patient brings ‘politically difficult’ material infused with negative racial sentiment to therapy. It was hoped that information gleaned would contribute to theoretical and technical understanding of this phenomenon and assist in working with such negative racial sentiments. In order to investigate the research questions eight therapists who identified themselves as ‘psychodynamically-oriented’ participated in semi-structured interviews on the topic of negative racial sentiment (NRS) in therapy. The study was located in the qualitative research tradition, and interview transcripts were subject to a critical thematic content analysis. The main themes were identified and presented under three sections, namely: how therapists understand, work with and respond to the phenomenon of NRS in traumatized clients. Understandings included the formation of NRS as inter alia reflecting the use of defenses such as splitting, projection, projective identification, the triumph of the bad object and a breakdown in the capacity to symbolize. Tensions in understanding the phenomenon of NRS post-trauma and related latent themes were also identified. Therapists’ approaches to working with NRS included the use of a range of implicit assessment criteria such as, whether, for example, the patient’s response was experienced as ego-dystonic or ego-syntonic. Technical strategies for intervention included adherence to a working model, interpretive interventions and cognitive strategies. The participating therapists’ countertransferential responses to negative racial sentiment were categorized, taking the form of: negative feeling towards or disidentification from the patient; negative feeling towards the perpetrator or identification with the patient and therapeutic impasse. Some guidelines proposed by the participating therapists for managing NRS, as it occurs in psychotherapy with traumatized clients, are presented.

Article Excerpt: For many years, operating leases have been an easy, legal and GAAP approved way of keeping debt off the balance sheet…..

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Reproduction de : Thèse de doctorat : Sciences de gestion : Lyon 3 : 2007. / Titre provenant de l'écran-titre. Bibliogr. Index.