UNIVERZITA KARLOVA V PRAZE FILOZOFICKÁ FAKULTA KATEDRAANDRAGOGIKY A PERSONÁLNÍHO ŘÍZENÍ Bc. Markéta Dufková Ovlivňování kvality pracovního života rozvojovými aktivitami (Influence of development activities on quality of work life) DIPLOMOVÁ PRÁCE Praha 2013 Vedoucí práce: PhDr. Jan Gruber, Ph.D. ABSTRACT This work focuses on comparison of theoretical approaches to the quality of work life with practical approaches in international companies. At the same time, emphasis is placed on staff development, which includes education. The basis of this work is the analysis of approaches to quality of life or more precisely the quality of working life. Theoretical dimensions of quality of working life are a synthesis applied to a practical measurement tool used in the studied Corporation. Nowadays, the employee is valuable and essential element of organizational life. Orientation on cutomer and focus on employee requires a thorough knowledge of motivation patterns and human needs. Improving the quality of working life can affect not only the work performance of the employee, but also its satisfaction with the work. A secondary effect is a reduction in fluctuation. Quality of working life can be affected by a large number of ways, in this work, however, attention is focused on the effect of staff development on the...

Research ProblemToday, the great focus is on the organization’s place on different digital platforms as well as in the more traditional print world. A lot of research has been done on the factors that are included into an organization’s success; product quality, pricing, visitor satisfaction and availability, to name a few. However, a direct correlation has been identified between a company’s relationships and its success. Social media provides new opportunities for organizations to create and maintain relationships with individuals. However, previous research does not appear to have its focus on the relationship-building work made by destination organizations based on the growth of digitization. Purpose and research question The purpose of the paper is to investigate the Norwegian company Flåm AS communicative relation-building, before and after they were digitized, as well as looking at how their relationship strategy has changed since the digitization process. What does Flåm AS relationship-building work look like? • What has the digitization process looked like? • What characterized the relationship-building work before the digitization process? • What does the relationship-building work look like after the digitization process? MethodUsing a qualitative approach, this thesis has conducted three semi-structured telephone interviews. The respondents are all employed by Flåm AS. In addition to these, a qualitative analysis has been carried out, using documents belonging to the organization. Results There are significant differences to be observed in the relationship-building work done by Flåm AS before and after the organization was digitized. The differences are not only to be found in their distribution strategies but also in the type of recipient the organization has. With the changes in the behavior of visitors and their approach to travel, the organization has adapted its strategies in communicative relationship-building work. Research grants This paper offers an insight into how an organization has adapted its strategies to meet the perceptions and expectations of potential visitors. Furthermore, it highlights the importance of different types of relationship-building work done by an organization.

Following the 2008/9 global financial crisis and ensuing economic uncertainty, the roll out of austerity politics has seen significant welfare retrenchment and a recalibration of the state-citizen relationship which can arguably be characterised by a process of punitive Neoliberalism. Nevertheless, the impacts of austerity politics are proving to be geographically uneven: spatially, there is significant evidence that the northern and western parts of Britain, particularly towns and cities therein, are especially prone to the punitive impacts of neoliberal austerity politics, while socially, some parts of society (e.g. the young, the disabled) find themselves exposed to the worst effects of austerity. Conducted under the period of a Conservative-Liberal Democrat UK Coalition Government (2010-2015) this thesis starts by considering the degree to which punitive austerity policies are economically necessary or driven by political ideology. Alongside this it determines whether austerity politics is a (re)new(ed) approach to welfare provision and the state-citizen relationship. The empirical parts of the thesis examine the tactics and strategies utilised by those conducting (the state), implementing (welfare providers and employers), and recipients (people and employees) of welfare-to-work policies, before considering what adaptations, innovations, co-operation, resistance and coping strategies are being employed by these stakeholders in response to austerity politics. In the final part, I argue that whilst many of the neoliberalised policies devised by the Coalition Government have been a renewal and reinvention of those already in place, this is part of a broader trend which is marked by the emergence of a more punitive Neoliberalism associated with a work-first welfare regime.

Chez les coiffeurs, l’injonction à satisfaire le client, lui apporter un moment de détente et de bien-être semble participer de leur rhétorique professionnelle. Cette insistance vis-à-vis du souci de la clientèle révèle par là même le poids de la relation de service dans l’activité de travail des coiffeurs. Dès lors, celle-ci est souvent décrite positivement. Pourtant, elle n’est pas sans poser problème et peut être l’objet de tensions. À partir d’une enquête ethnographique réalisée par observations participantes et par entretiens dans plusieurs salons de coiffure et dans deux établissements de formation au métier de coiffeur, cette thèse s’intéresse au rapport au travail des coiffeurs et plus spécifiquement à la relation qui lie ces derniers aux clients et à l’ambivalence qui en découle. En réalité, pour mener à bien cette relation, la profession construit un ensemble de dispositions spécifiques (savoir-être, travail émotionnel et relationnel) en direction des clients et auxquelles sont socialisés les apprentis au cours de leur formation en école et au salon de coiffeur. Toutefois, tout n’est pas créé dans la relation de service, certaines compétences s’appuyant sur des dispositions sociales de genre et de classe. Avoir ces dispositions est central pour permettre le bon déroulement de cette relation et ainsi pouvoir faire carrière dans la profession. / Among Hairdressers, the injunction to satisfy the client, to bring him a moment of relaxation and well-being seems to participate in their professional rhetoric. This insistence on customer care reveals the weight of the service relationship in the work activity of hairdressers. Consequently, it is often described positively. However, it is not without problems and can be the subject of tensions. Based on an ethnographic survey carried out by participant observations and interviews in several hairdressing salons and two hairdressing training establishments, this thesis focuses on the relationship of hairdressers to work and more specifically to the relationship between hairdressers and clients and the resulting ambivalence. In fact, in order to carry out this relationship, the profession builds a set of specific provisions (skills, emotional and relational work) directed at the clients and to which the apprentices are socialized during their school and hairdresser training. However, not all is created in the service relationship, some skills relying on social provisions of gender and class. Having these provisions is central to the good progress of this relationship and thus being able to make a career in the profession.

A pesquisa objetiva contribuir para ampliar a visibilidade jurídica e social do fenômeno denominado assédio moral no trabalho. O assédio moral é um mal que existe desde os primórdios das relações humanas. Tornou-se nos últimos anos forte preocupação social em razão de ser uma violência que causa impactos extremamente negativos à saúde e ao bemestar da vítima, devido aos desgastes que provoca. No entanto, sobretudo nas relações de trabalho, é considerado um fenômeno novo, sob o ponto de vista de sua visibilidade. A discussão acerca do tema no universo do trabalho está em pleno desenvolvimento, como demonstram as publicações de médicos, psicólogos, administradores, sindicatos, profissionais juslaboralistas, em nível mundial. Isso demonstra a preocupação de profissionais de diversas áreas do conhecimento, para com a efetiva tutela dos interesses das pessoas envolvidas nessa relação. Entretanto, a visibilidade jurídica e social do fenômeno ainda não tomou as proporções necessárias a sua efetiva prevenção e punição. A todo instante, incalculáveis vítimas são excluídas do trabalho, seja por serem forçadas a pedir demissão ou afastarem-se para licença médica, seja por serem induzidas a cometer erros que justifiquem uma justa causa. Por essa razão, o objetivo deste trabalho é de contribuir para ampliar a visibilidade jurídica e social do fenômeno denominado assédio moral no trabalho. Nesse sentido, a pesquisase propõe a elucidar o assédio moral no trabalho, por meio do estudo do fenômeno em suas origens, perfil dos envolvidos, métodos, e suas especificidades no mundo do trabalho, como os elementos caracterizadores, com destaque para a violação da dignidade da pessoa humana e a finalidade de exclusão da vítima do ambiente de trabalho o que evidencia discriminação arbitrária e perversa. Também estudar sob que formas o fenômeno recebe a tutela do sistema jurídico brasileiro, em especial à luz dos preceitos constitucionais fundamentais que tutelam a pessoa humana, bem como conhecer a magnitude das conseqüências que pode gerar na saúde da vítima, para os agressores, para o ambiente de trabalho, para o contrato de trabalho, para a organização da empresa, a fim de traçar políticas de prevenção e solução para o problema. A pesquisa envolve um estudo interdisciplinar, com instrumentais analíticos provenientes da Medicina, Psicologia, Administração e do Direito, por meio da técnica de pesquisa bibliográfica, análise de textos de periódicos, bibliografia e da posição jurisprudencial brasileira, bem como estudo das normas jurídicas estatais, descrição de fatos, enunciados ou proposições, incluindo a reconstrução de argumentos de autores analisados, devidamente citados, posicionamento crítico e exposição de argumentos, idéias e solução para os problemas levantados. Restará demonstrado que a informação é a melhor arma para prevenção e combate dessa chaga social. / Submitted by Marcelo Teixeira (mvteixeira@ucs.br) on 2014-05-20T16:31:16Z No. of bitstreams: 1 Dissertacao Rosemari P de Avila.pdf: 1016915 bytes, checksum: f211704fd14334671f84fbf44475d59a (MD5) / Made available in DSpace on 2014-05-20T16:31:16Z (GMT). No. of bitstreams: 1 Dissertacao Rosemari P de Avila.pdf: 1016915 bytes, checksum: f211704fd14334671f84fbf44475d59a (MD5) / Moral harassment is a problem that exists since the foundation of human relation. It has become in recent years a strong social concern because it is a violence that causes extremely negative impacts on the health and welfare of the victim because of the damage it causes. However, especially in the work relations, it is considered a new phenomenon from the point of view of its visibility. The discussion about the subject on the work environment is in full development, as it can be evidenced by publications of doctors, psychologists, administrators, unions, labor lawyers, worldwide. This demonstrates the concern of professionals of several areas, for the effective protection of interests of the people involved in that relationship. However, the legal and social visibility of the phenomenon has not yet taken the proportions necessary for its effective prevention and punishment. The whole time, countless victims are excluded from work, either because they are forced to resign or leave is medical license, either because they are induced to commit mistakes that justify a just cause demission. For this reason, the objective of this work is to contribute to amplify the legal and social visibility called work moral harassment. Thus, the work is proposed to clarify the moral harassment at work, through the study of the phenomenon in its origins, profile of those involved, methods, and their specificities in the work environment, as characterizing elements, focusing the violation of dignity of the human been and on the purpose of exclusion of the victims of the workplace which shows arbitrary and perverse discrimination. And to study in which ways the phenomenon receives the shelter of the Brazilian legal system, especially in light of the fundamental constitutional precepts that protect the people, and to understand the magnitude of the consequences that can generate to the victims health, to the aggressors, the environment of work, for the employer, for the organization of the company in order to devise policies for the prevention and solution to the problem. The research involves an interdisciplinary study, with analytical instruments from Medicine, Psychology, Administration and Law, through the technique of literature review, analysis of texts, journals, literature and the Brazilian legal position, as well as study of legal state, description of facts, stated or propositions, including the reconstruction of arguments of the analyzed authors, properly cited, critical position and exposure of arguments, ideas and solution to the problems raised. Remain that the information is the best weapon to prevent and combat this social problem.

A pesquisa objetiva contribuir para ampliar a visibilidade jurídica e social do fenômeno denominado assédio moral no trabalho. O assédio moral é um mal que existe desde os primórdios das relações humanas. Tornou-se nos últimos anos forte preocupação social em razão de ser uma violência que causa impactos extremamente negativos à saúde e ao bemestar da vítima, devido aos desgastes que provoca. No entanto, sobretudo nas relações de trabalho, é considerado um fenômeno novo, sob o ponto de vista de sua visibilidade. A discussão acerca do tema no universo do trabalho está em pleno desenvolvimento, como demonstram as publicações de médicos, psicólogos, administradores, sindicatos, profissionais juslaboralistas, em nível mundial. Isso demonstra a preocupação de profissionais de diversas áreas do conhecimento, para com a efetiva tutela dos interesses das pessoas envolvidas nessa relação. Entretanto, a visibilidade jurídica e social do fenômeno ainda não tomou as proporções necessárias a sua efetiva prevenção e punição. A todo instante, incalculáveis vítimas são excluídas do trabalho, seja por serem forçadas a pedir demissão ou afastarem-se para licença médica, seja por serem induzidas a cometer erros que justifiquem uma justa causa. Por essa razão, o objetivo deste trabalho é de contribuir para ampliar a visibilidade jurídica e social do fenômeno denominado assédio moral no trabalho. Nesse sentido, a pesquisase propõe a elucidar o assédio moral no trabalho, por meio do estudo do fenômeno em suas origens, perfil dos envolvidos, métodos, e suas especificidades no mundo do trabalho, como os elementos caracterizadores, com destaque para a violação da dignidade da pessoa humana e a finalidade de exclusão da vítima do ambiente de trabalho o que evidencia discriminação arbitrária e perversa. Também estudar sob que formas o fenômeno recebe a tutela do sistema jurídico brasileiro, em especial à luz dos preceitos constitucionais fundamentais que tutelam a pessoa humana, bem como conhecer a magnitude das conseqüências que pode gerar na saúde da vítima, para os agressores, para o ambiente de trabalho, para o contrato de trabalho, para a organização da empresa, a fim de traçar políticas de prevenção e solução para o problema. A pesquisa envolve um estudo interdisciplinar, com instrumentais analíticos provenientes da Medicina, Psicologia, Administração e do Direito, por meio da técnica de pesquisa bibliográfica, análise de textos de periódicos, bibliografia e da posição jurisprudencial brasileira, bem como estudo das normas jurídicas estatais, descrição de fatos, enunciados ou proposições, incluindo a reconstrução de argumentos de autores analisados, devidamente citados, posicionamento crítico e exposição de argumentos, idéias e solução para os problemas levantados. Restará demonstrado que a informação é a melhor arma para prevenção e combate dessa chaga social. / Moral harassment is a problem that exists since the foundation of human relation. It has become in recent years a strong social concern because it is a violence that causes extremely negative impacts on the health and welfare of the victim because of the damage it causes. However, especially in the work relations, it is considered a new phenomenon from the point of view of its visibility. The discussion about the subject on the work environment is in full development, as it can be evidenced by publications of doctors, psychologists, administrators, unions, labor lawyers, worldwide. This demonstrates the concern of professionals of several areas, for the effective protection of interests of the people involved in that relationship. However, the legal and social visibility of the phenomenon has not yet taken the proportions necessary for its effective prevention and punishment. The whole time, countless victims are excluded from work, either because they are forced to resign or leave is medical license, either because they are induced to commit mistakes that justify a just cause demission. For this reason, the objective of this work is to contribute to amplify the legal and social visibility called work moral harassment. Thus, the work is proposed to clarify the moral harassment at work, through the study of the phenomenon in its origins, profile of those involved, methods, and their specificities in the work environment, as characterizing elements, focusing the violation of dignity of the human been and on the purpose of exclusion of the victims of the workplace which shows arbitrary and perverse discrimination. And to study in which ways the phenomenon receives the shelter of the Brazilian legal system, especially in light of the fundamental constitutional precepts that protect the people, and to understand the magnitude of the consequences that can generate to the victims health, to the aggressors, the environment of work, for the employer, for the organization of the company in order to devise policies for the prevention and solution to the problem. The research involves an interdisciplinary study, with analytical instruments from Medicine, Psychology, Administration and Law, through the technique of literature review, analysis of texts, journals, literature and the Brazilian legal position, as well as study of legal state, description of facts, stated or propositions, including the reconstruction of arguments of the analyzed authors, properly cited, critical position and exposure of arguments, ideas and solution to the problems raised. Remain that the information is the best weapon to prevent and combat this social problem.

Orientador: Aparecida Neri de Souza / Tese (doutorado) - Universidade Estadual de Campinas, Faculdade de Educação / Made available in DSpace on 2018-08-10T22:36:06Z (GMT). No. of bitstreams: 1 Pires_JoelmaLuciaVieira_D.pdf: 1196138 bytes, checksum: 1e236eea0a052b4ba0693f9d34cf3a41 (MD5) Previous issue date: 2008 / Resumo: Este trabalho refere-se à análise do processo de implementação da orientação por competências em escolas públicas, na Região Metropolitana de São Paulo, na primeira metade dos anos 2000, com o objetivo de compreender as mudanças introduzidas no sistema educacional, no curso dos dois últimos decênios. A hipótese principal que orientou a pesquisa é de que há um movimento de racionalização que contamina todas as esferas da vida social, transformando o processo educacional em meio para responder aos imperativos do mercado de trabalho. Para tanto, foram pesquisadas duas escolas públicas que oferecem o Ensino Fundamental, a primeira vinculada a uma universidade pública e estadual (Escola A) e a segunda integrante da rede de escolas estaduais, subordinada à Secretaria Estadual de Educação, e que mantém parceria com empresa privada (Escola B). O estudo das escolas, realizado entre 2003 e 2006, indagou os professores, coordenadores, mediante entrevistas semi-estruturadas, como estavam colocando em prática a orientação do ensino por competências; quais eram, na ótica desses trabalhadores, as inovações, as mudanças nas ações educativas, sejam elas curriculares, na organização do trabalho escolar; e, na orientação por competências, como se estabelecem consentimentos ou resistências ao processo. A pesquisa também investigou a percepção dos pais dos estudantes sobre os reflexos da orientação por competências sobre o processo educativo. O estudo foi complementado não só com a análise de documentos produzidos pelas escolas, pelo poder público, em especial o Ministério da Educação, pelos organismos internacionais ou empresariais, mas também com as observações no campo das atividades de trabalho dos professores, funcionários, coordenadores e diretores. A pesquisa encontrou na Escola A coletivos de trabalhadores altamente qualificados, com contratos de trabalho estáveis (embora pela Consolidação das Leis do Trabalho) e jornadas semanais de trabalho em tempo integral; com condições de trabalho favoráveis não só pela proximidade acadêmica com Faculdade de Educação, mas pela disponibilidade de recursos didáticos e pedagógicos e pela presença de estudantes originários de diferentes grupos sociais. Essas condições e relações de trabalho não foram suficientes para construir espaços de resistência ao movimento de orientação por competências. Quando foram encontradas eram difusas e individualizadas. De modo geral, o coletivo de trabalhadores se apropriou da orientação por competências e buscam implementar as mudanças, considerando o trabalho docente como um espaço de autonomia relativa. Por outro lado, na Escola B, a pesquisa encontrou coletivo de trabalhadores com menor qualificação, com contratos de trabalho, na sua maioria, temporários (embora Estatutários), com alta rotatividade de professores e diretores; uma diversidade de jornadas de trabalho (organizadas por hora-aula); e com condições de trabalho desfavoráveis se comparadas com a Escola A. Essas condições e relações de trabalho informam as dificuldades desse coletivo de trabalhadores de construírem propostas educacionais que tenham continuidade, que se enraízem e que produzam ações educativas duradouras (como na Escola A). O ensino por competências é implementado por meio de projetos de trabalho, limitando a formação dos estudantes à sua realidade. Ambos os coletivos compreendem o trabalho docente como espaço de autonomia relativa, como portador de possibilidades de transformação cultural e social de estudantes. No entanto, na Escola B, a proximidade com a empresa coloca finalidades contraditórias para a educação escolar, legitimando os imperativos do mercado de trabalho. Na Escola A, a proximidade com a universidade não se constituiu em ruptura com o processo de legitimação vivenciado pela Escola B, concretizado na preocupação com o vestibular / Abstract: This current research is an analysis of the process of implementing competence orientation in state (public) schools situated in São Paulo metropolitan area. The analysis took place in the first half of the 2000¿s and aimed at understanding the changes inserted in the educational system throughout the last two decades. The hypothesis for the research is that there is a rationalization movement which contaminates all aspects of social life, transforming the on-going educational process in order to correspond to job market needs. To fulfill the research, the investigation was carried out in two state schools which have primary and secondary education: the first one is a school which is related to a state, public university (school A); the second one, a school which is part of a network of state schools- supervised by the State Bureau of Education, which has partnership with a private enterprise (school B). The study in the schools was implemented from 2003 to 2006, and used semistructured questionnaires applied to teachers and coordinators as data resource. The informants were asked how they were implementing the competence orientations and which were, according to their point-of ¿view, the innovations and changes in the educational actions (in different aspects such as curriculum and school work organization), as well as how resistance or consent to the process happened. The research also investigated the parents¿ understanding about the competenceorientation outcomes on the educational process. The study was complemented not only with the analysis of documents produced by the schools, by the state educational offices, mainly by the Federal Department of Education, by business and international associations, but also with field observations of school staff (teachers, coordinators, servants, directors) at work. The research in school A found highly-qualified professionals, hired under stable job contracts (Work Regulation Laws, in Portuguese called ¿CLT¿) and full-time week periods of work with positive conditions, not only because of the close relationship with the School of Education in the university, but also because of the availability of pedagogical resources, and the presence of students from different social groups. These conditions and work relationships were not sufficient to create spaces of resistance to the competence-orientation movement; where they were found, they were scattered, isolated and individualized. In general terms, most workers accepted the orientations in a positive way and worked towards the implementation of the changes, considering the teachers¿ work as a space of relative autonomy. However, in school B, the research found groups of less-qualified professionals, hired under temporary job contracts (although being regulated by statute) with high turnover of teachers and directors and several different week time periods of work (organized by hour-class); and unfavorable work conditions, compared to school A. These conditions and work relationships reported the difficulties of school staff to build and implement educational actions, ones which could last, root and produce long-term educational actions (like the ones in school A). The teaching of competencies is implemented through work projects, framing the students¿ education to their own reality. In both contexts, school staff sees their work as a space with relative autonomy, as well as a space of possibilities towards students¿ cultural and social change. However, in school B, the close relationship with the enterprise sets learning goals with are contradictory with school education, favoring job market orientations and needs. In school A, the close relationship with the university does not mean there is a process of breaking up with the process of educating towards job market needs (what is explicit in school B); this fact is revealed in the orientation towards university preparatory exams (in Portuguese, called ¿vestibular¿) / Doutorado / Educação, Sociedade, Politica e Cultura / Doutor em Educação

Cette thèse de doctorat, qui s’inscrit dans un programme de doctorat en sciences humaines appliquées, s’est d’abord construite en réponse à un problème concret, celui du roulement des infirmières et des infirmières auxiliaires dans le réseau de la santé et des services sociaux. En cours de route, il est toutefois apparu nécessaire d’élargir le questionnement à la question du rapport au travail des jeunes infirmières pour être en mesure de saisir les dynamiques sociales plus larges qui conditionnent certains choix professionnels, dont la décision de quitter son emploi. Cette thèse poursuit donc deux grands objectifs. D’une part, elle s’attarde à cerner l’ensemble des processus qui conduisent les jeunes infirmières à faire le choix de quitter leur emploi. D’autre part, elle vise à mieux comprendre comment a évolué leur rapport au travail dans le temps. La perspective théorique retenue s’appuie sur deux approches complémentaires, soit celles de la perspective des parcours de vie et de divers courants en sociologie de l’individu qui ont comme point commun d’accorder une place importante au contexte social, aux contraintes structurelles, de même qu’à l’autonomie des acteurs et à leur capacité d’agir sur leur parcours de vie. Ces approches s’avèrent particulièrement pertinentes dans le cadre de notre étude puisqu’elles permettent de rendre compte des liens complexes entre le contexte social plus global, les différents contextes de vie d’un individu et ses comportements en emploi. Elles invitent à conceptualiser le rapport au travail comme un processus qui évolue dans le temps à travers lequel plusieurs éléments de la vie d’un individu et de ses proches se combinent pour donner une orientation particulière aux trajectoires professionnelles. Vu sous cet angle, la décision de quitter se présente également comme un processus qui se construit dans un laps de temps plus ou moins long où entrent en jeu plusieurs dimensions de la vie d’un individu. La perspective adoptée dans le cadre de cette thèse permet de combler des lacunes dans ce champ de recherche où peu d’études se sont attardées à comprendre les différents processus qui façonnent le rapport au travail dans le temps et qui conduisent les infirmières à la décision de quitter leur emploi. Pour répondre aux objectifs de recherche, une étude qualitative a été menée. Des entrevues individuelles de type récit de vie ont été effectuées pour comprendre, du point de vue des participantes, comment a évolué leur rapport au travail et les processus qui les ont amenées à quitter leur emploi. Une étude de cas a été effectuée dans un centre de santé et de services sociaux de la province de Québec qui affichait un taux de roulement particulièrement élevé. L’étude visait les infirmières et les infirmières auxiliaires, groupe professionnel fortement touché par le roulement de la main-d’œuvre. Des entretiens en profondeur, d’une durée de 2h30 à 3 heures, ont été réalisées auprès de 42 infirmières et infirmières auxiliaires. Les résultats de la recherche sont présentés à travers la production de trois articles scientifiques. Le premier article, Pour une compréhension dynamique du rapport au travail: la valeur heuristique de la perspective des parcours de vie, a pour objectif de faire ressortir l’intérêt que présentent les principes analytiques associés à cette perspective dans l’étude du rapport au travail. Dans cet article, nous démontrons que le rapport au travail est le résultat d’un processus complexe où les aspirations des individus, leurs conditions concrètes d’emploi et les événements qui surviennent dans leur vie personnelle et familiale entretiennent des liens dynamiques et interdépendants qui façonnent le rapport au travail tout au long de la vie. Cet article apporte des éléments de réflexion à la question posée par plusieurs chercheurs : par quel moyen saisir ce qu’il en est du rapport au travail des jeunes? Le deuxième article, Rencontre entre l’idéaltype de travailleur et l’idéal de travail : le cas de jeunes infirmières en début de vie professionnelle, vise à rendre compte de la manière dont s’est faite la rencontre entre les attentes que les infirmières nourrissent à l’égard du travail et leur réalité concrète de travail à une période précise de leur trajectoire professionnelle, soit celle de leur insertion en emploi et des premières années de pratique. L’article démontre que trois dimensions du rapport au travail sont affectées par les nouvelles normes managériales qui prévalent dans le réseau de la santé et des services sociaux : 1) la place souhaitée du travail dans la vie, 2) la réalisation de soi par le travail et 3) le sens au travail. Cet article apporte une contribution dans la compréhension du rapport au travail de jeunes professionnelles qui exercent un métier de relation d’aide dans le contexte spécifique du réseau québécois de la santé et des services sociaux. Le troisième article, Comprendre le roulement comme un processus lié au cycle de la vie : le cas des infirmières, traite plus spécifiquement de la question du roulement de la main d’œuvre infirmière. Quatre parcours de départs sont présentés qui possèdent des caractéristiques distinctes relatives à la rencontre entre les attentes et la réalité concrète de travail, l’interaction entre le travail et la vie hors travail et la manière dont s’est construite dans le temps la décision de quitter son emploi. Les résultats démontrent que la décision de quitter se présente comme un processus qui se construit dans un laps de temps plus ou moins long, qui implique différentes dimensions de la vie d’un individu et qui est intimement lié à la quête de réalisation de soi au travail et dans les autres domaines de la vie. Cet article propose une façon d’appréhender le phénomène du roulement qui se distingue des modèles dominants qui abordent cette question à partir d’une lecture essentiellement individualisante et psychologisante des départs. La contribution de cette thèse à l’avancement des connaissances réside principalement dans le fait qu’elle appréhende autrement la question du rapport au travail et celle du roulement de la main-d’œuvre en recourant à la perspective des parcours de vie et à la sociologie de l’individu. L’approche que nous avons préconisée permet de saisir les processus sociaux et la multiplicité des éléments à prendre en considération dans l’étude du rapport au travail des jeunes infirmières et de la décision de quitter son emploi. Elle met en exergue l’importance de considérer le contexte social plus global dans lequel s’inscrit tout individu qui, dans les sociétés contemporaines, doit s’engager dans un travail de construction identitaire tout au long de la vie. / This doctoral thesis in applied social sciences first set out to address a very concrete problem, namely turnover among nurses and nursing assistants in the health and social services system. Along the way, however, it became apparent that there was a need to broaden our investigation to include the issue of young nurses’ relationship with work so as to grasp the broader social dynamics behind some work-related decisions, including the nurses’ decision to leave their jobs. This thesis therefore pursued two main goals. First, it sought to identify all the processes that lead young nurses to decide to leave their jobs. Second, it aimed to better understand how young nurses’ relationship with work evolves over the course of their lives. The theoretical perspective chosen was based on two complementary approaches, that is, the life course perspective and various streams of sociology of the individual which all place great importance on the social context and structural constraints as well as the autonomy of actors and their capacity to take action to influence their life course. These approaches proved to be particularly fruitful for our study because they made it possible to consider the complex relationships between the more general social context, the particular contexts involved in individuals’ lives, and their employment behaviours. Thus, the relationship with work was conceptualized as a process that evolves over time and through which different aspects of individuals’ lives and of the lives of their loved ones combine to guide their professional trajectories. Viewed from this perspective, the decision to leave one’s job involves a process that is constructed over a relatively long period of time and involves several dimensions of one’s life. The perspective adopted in this thesis addresses some gaps in this field since few studies have examined – from the point of view of the actors themselves – the various processes that shape individuals’ relationship with work over time and lead to the decision to leave their jobs. To meet the goals of this research, a qualitative study was conducted. Individual life-narrative interviews were carried out to investigate – from their own point of view – how the participants’ relationship with work evolved and the processes that led them to leave their jobs. A case study was undertaken in a health and social services centre in the province of Quebec which had a particularly high turnover rate. It involved nurses and nursing assistants, a professional group affected by a high rate of turnover. In-depth interviews lasting from 2½ to 3 hours were conducted with 42 nurses and nursing assistants. The study results were presented in three scientific articles. The first, Pour une compréhension dynamique du rapport au travail: la valeur heuristique de la perspective des parcours de vie (For a dynamic understanding of the relationship with work: the heuristic value of the life course perspective) aims to bring out the usefulness of the analytical principles associated with the life course perspective for the study of the relationship with work. This article shows that individuals’ relationship with work involves a complex process wherein their aspirations, concrete working conditions and the events that occur in their personal and family lives are dynamically and interdependently linked and shape their relationship with work throughout their lives. This article reflects on a question posed by researchers, that is, how best to grasp the factors involved in young people’s relationship with work? The second article, Rencontre entre l’idéaltype de travailleur et l’idéal de travail: le cas de jeunes infirmières en début de vie professionnelle (Encounter between the ideal type of worker and the ideal of work: the case of young nurses at the start of their working lives) explores how nurses’ expectations regarding work came up against the concrete realities of their work at a specific time in their professional trajectory, that is, their initial integration into the job and their first years on the job. The article shows that three dimensions of the nurses’ relationship with work were affected by the new managerial practices prevailing in the health and social services system: 1) the desired role of work in their lives 2) the ability to self-actualize through work, and 3) the meaning given to work. This article makes an important contribution to the understanding of the relationship with work of young professionals practising a helping profession in Quebec’s health and social services system. The third article, Comprendre le roulement comme un processus lié au cycle de la vie: le cas des infirmières (Understanding turnover as a lifecycle process : the case of nurses), more specifically examines turnover among nurses. It presents four turnover trajectories with distinct characteristics related to the mismatch between the nurses’ expectations regarding work and the realities of their work, the interaction between work and life outside of work and the way the nurses’ decision to leave their jobs developed over time. The results show that the nurses’ decision to leave their jobs involved a process that developed over a shorter or longer period of time, involved various dimensions of their lives, and was intimately tied to the quest for self-actualization through work and in other spheres of their lives. This article proposes a way to grasp turnover that differs from the dominant models, which approach this issue from an essentially individualizing and psychologizing perspective. The contribution of this thesis to the advancement of knowledge mainly resides in its innovative way of examining the relationship with work and employee turnover, that is, by applying the life course perspective and sociology of the individual to these issues. Our approach aimed to grasp the social processes and many other aspects that need to be taken into consideration when examining young nurses’ relationship with work and their decision to leave their jobs. It highlights the importance of considering the broader social context affecting all people in modern societies who must construct their identity over the course of their lives.

Cette thèse de doctorat, qui s’inscrit dans un programme de doctorat en sciences humaines appliquées, s’est d’abord construite en réponse à un problème concret, celui du roulement des infirmières et des infirmières auxiliaires dans le réseau de la santé et des services sociaux. En cours de route, il est toutefois apparu nécessaire d’élargir le questionnement à la question du rapport au travail des jeunes infirmières pour être en mesure de saisir les dynamiques sociales plus larges qui conditionnent certains choix professionnels, dont la décision de quitter son emploi. Cette thèse poursuit donc deux grands objectifs. D’une part, elle s’attarde à cerner l’ensemble des processus qui conduisent les jeunes infirmières à faire le choix de quitter leur emploi. D’autre part, elle vise à mieux comprendre comment a évolué leur rapport au travail dans le temps. La perspective théorique retenue s’appuie sur deux approches complémentaires, soit celles de la perspective des parcours de vie et de divers courants en sociologie de l’individu qui ont comme point commun d’accorder une place importante au contexte social, aux contraintes structurelles, de même qu’à l’autonomie des acteurs et à leur capacité d’agir sur leur parcours de vie. Ces approches s’avèrent particulièrement pertinentes dans le cadre de notre étude puisqu’elles permettent de rendre compte des liens complexes entre le contexte social plus global, les différents contextes de vie d’un individu et ses comportements en emploi. Elles invitent à conceptualiser le rapport au travail comme un processus qui évolue dans le temps à travers lequel plusieurs éléments de la vie d’un individu et de ses proches se combinent pour donner une orientation particulière aux trajectoires professionnelles. Vu sous cet angle, la décision de quitter se présente également comme un processus qui se construit dans un laps de temps plus ou moins long où entrent en jeu plusieurs dimensions de la vie d’un individu. La perspective adoptée dans le cadre de cette thèse permet de combler des lacunes dans ce champ de recherche où peu d’études se sont attardées à comprendre les différents processus qui façonnent le rapport au travail dans le temps et qui conduisent les infirmières à la décision de quitter leur emploi. Pour répondre aux objectifs de recherche, une étude qualitative a été menée. Des entrevues individuelles de type récit de vie ont été effectuées pour comprendre, du point de vue des participantes, comment a évolué leur rapport au travail et les processus qui les ont amenées à quitter leur emploi. Une étude de cas a été effectuée dans un centre de santé et de services sociaux de la province de Québec qui affichait un taux de roulement particulièrement élevé. L’étude visait les infirmières et les infirmières auxiliaires, groupe professionnel fortement touché par le roulement de la main-d’œuvre. Des entretiens en profondeur, d’une durée de 2h30 à 3 heures, ont été réalisées auprès de 42 infirmières et infirmières auxiliaires. Les résultats de la recherche sont présentés à travers la production de trois articles scientifiques. Le premier article, Pour une compréhension dynamique du rapport au travail: la valeur heuristique de la perspective des parcours de vie, a pour objectif de faire ressortir l’intérêt que présentent les principes analytiques associés à cette perspective dans l’étude du rapport au travail. Dans cet article, nous démontrons que le rapport au travail est le résultat d’un processus complexe où les aspirations des individus, leurs conditions concrètes d’emploi et les événements qui surviennent dans leur vie personnelle et familiale entretiennent des liens dynamiques et interdépendants qui façonnent le rapport au travail tout au long de la vie. Cet article apporte des éléments de réflexion à la question posée par plusieurs chercheurs : par quel moyen saisir ce qu’il en est du rapport au travail des jeunes? Le deuxième article, Rencontre entre l’idéaltype de travailleur et l’idéal de travail : le cas de jeunes infirmières en début de vie professionnelle, vise à rendre compte de la manière dont s’est faite la rencontre entre les attentes que les infirmières nourrissent à l’égard du travail et leur réalité concrète de travail à une période précise de leur trajectoire professionnelle, soit celle de leur insertion en emploi et des premières années de pratique. L’article démontre que trois dimensions du rapport au travail sont affectées par les nouvelles normes managériales qui prévalent dans le réseau de la santé et des services sociaux : 1) la place souhaitée du travail dans la vie, 2) la réalisation de soi par le travail et 3) le sens au travail. Cet article apporte une contribution dans la compréhension du rapport au travail de jeunes professionnelles qui exercent un métier de relation d’aide dans le contexte spécifique du réseau québécois de la santé et des services sociaux. Le troisième article, Comprendre le roulement comme un processus lié au cycle de la vie : le cas des infirmières, traite plus spécifiquement de la question du roulement de la main d’œuvre infirmière. Quatre parcours de départs sont présentés qui possèdent des caractéristiques distinctes relatives à la rencontre entre les attentes et la réalité concrète de travail, l’interaction entre le travail et la vie hors travail et la manière dont s’est construite dans le temps la décision de quitter son emploi. Les résultats démontrent que la décision de quitter se présente comme un processus qui se construit dans un laps de temps plus ou moins long, qui implique différentes dimensions de la vie d’un individu et qui est intimement lié à la quête de réalisation de soi au travail et dans les autres domaines de la vie. Cet article propose une façon d’appréhender le phénomène du roulement qui se distingue des modèles dominants qui abordent cette question à partir d’une lecture essentiellement individualisante et psychologisante des départs. La contribution de cette thèse à l’avancement des connaissances réside principalement dans le fait qu’elle appréhende autrement la question du rapport au travail et celle du roulement de la main-d’œuvre en recourant à la perspective des parcours de vie et à la sociologie de l’individu. L’approche que nous avons préconisée permet de saisir les processus sociaux et la multiplicité des éléments à prendre en considération dans l’étude du rapport au travail des jeunes infirmières et de la décision de quitter son emploi. Elle met en exergue l’importance de considérer le contexte social plus global dans lequel s’inscrit tout individu qui, dans les sociétés contemporaines, doit s’engager dans un travail de construction identitaire tout au long de la vie. / This doctoral thesis in applied social sciences first set out to address a very concrete problem, namely turnover among nurses and nursing assistants in the health and social services system. Along the way, however, it became apparent that there was a need to broaden our investigation to include the issue of young nurses’ relationship with work so as to grasp the broader social dynamics behind some work-related decisions, including the nurses’ decision to leave their jobs. This thesis therefore pursued two main goals. First, it sought to identify all the processes that lead young nurses to decide to leave their jobs. Second, it aimed to better understand how young nurses’ relationship with work evolves over the course of their lives. The theoretical perspective chosen was based on two complementary approaches, that is, the life course perspective and various streams of sociology of the individual which all place great importance on the social context and structural constraints as well as the autonomy of actors and their capacity to take action to influence their life course. These approaches proved to be particularly fruitful for our study because they made it possible to consider the complex relationships between the more general social context, the particular contexts involved in individuals’ lives, and their employment behaviours. Thus, the relationship with work was conceptualized as a process that evolves over time and through which different aspects of individuals’ lives and of the lives of their loved ones combine to guide their professional trajectories. Viewed from this perspective, the decision to leave one’s job involves a process that is constructed over a relatively long period of time and involves several dimensions of one’s life. The perspective adopted in this thesis addresses some gaps in this field since few studies have examined – from the point of view of the actors themselves – the various processes that shape individuals’ relationship with work over time and lead to the decision to leave their jobs. To meet the goals of this research, a qualitative study was conducted. Individual life-narrative interviews were carried out to investigate – from their own point of view – how the participants’ relationship with work evolved and the processes that led them to leave their jobs. A case study was undertaken in a health and social services centre in the province of Quebec which had a particularly high turnover rate. It involved nurses and nursing assistants, a professional group affected by a high rate of turnover. In-depth interviews lasting from 2½ to 3 hours were conducted with 42 nurses and nursing assistants. The study results were presented in three scientific articles. The first, Pour une compréhension dynamique du rapport au travail: la valeur heuristique de la perspective des parcours de vie (For a dynamic understanding of the relationship with work: the heuristic value of the life course perspective) aims to bring out the usefulness of the analytical principles associated with the life course perspective for the study of the relationship with work. This article shows that individuals’ relationship with work involves a complex process wherein their aspirations, concrete working conditions and the events that occur in their personal and family lives are dynamically and interdependently linked and shape their relationship with work throughout their lives. This article reflects on a question posed by researchers, that is, how best to grasp the factors involved in young people’s relationship with work? The second article, Rencontre entre l’idéaltype de travailleur et l’idéal de travail: le cas de jeunes infirmières en début de vie professionnelle (Encounter between the ideal type of worker and the ideal of work: the case of young nurses at the start of their working lives) explores how nurses’ expectations regarding work came up against the concrete realities of their work at a specific time in their professional trajectory, that is, their initial integration into the job and their first years on the job. The article shows that three dimensions of the nurses’ relationship with work were affected by the new managerial practices prevailing in the health and social services system: 1) the desired role of work in their lives 2) the ability to self-actualize through work, and 3) the meaning given to work. This article makes an important contribution to the understanding of the relationship with work of young professionals practising a helping profession in Quebec’s health and social services system. The third article, Comprendre le roulement comme un processus lié au cycle de la vie: le cas des infirmières (Understanding turnover as a lifecycle process : the case of nurses), more specifically examines turnover among nurses. It presents four turnover trajectories with distinct characteristics related to the mismatch between the nurses’ expectations regarding work and the realities of their work, the interaction between work and life outside of work and the way the nurses’ decision to leave their jobs developed over time. The results show that the nurses’ decision to leave their jobs involved a process that developed over a shorter or longer period of time, involved various dimensions of their lives, and was intimately tied to the quest for self-actualization through work and in other spheres of their lives. This article proposes a way to grasp turnover that differs from the dominant models, which approach this issue from an essentially individualizing and psychologizing perspective. The contribution of this thesis to the advancement of knowledge mainly resides in its innovative way of examining the relationship with work and employee turnover, that is, by applying the life course perspective and sociology of the individual to these issues. Our approach aimed to grasp the social processes and many other aspects that need to be taken into consideration when examining young nurses’ relationship with work and their decision to leave their jobs. It highlights the importance of considering the broader social context affecting all people in modern societies who must construct their identity over the course of their lives.

Kundrelationer har blivit allt viktigare i alla branscher på grund av teknologisk utveckling och ökad konkurrens. Företags fokus har till följd av detta förflyttats från produkter till kunderna. Avsikten med denna studie har varit att ta reda på vilka incitament som finns för att arbeta med kundrelationer och hur det arbetet ser ut, med hänsyn till de meningsskiljaktigheter som förekommer i tidigare forskning avseende betydelsen av kundrelationer. Detta har studerats på relationen mellan hyresvärdar som tillhandahåller studentbostäder och deras hyresgäster, vilket är en relation som karaktäriseras av kortvarighet på grund av boendets tillfälliga karaktär. Den begränsade mängd forskning som behandlar kortsiktiga kundrelationer och den långsiktighet som ofta lyfts fram i befintlig forskning, medför att det finns ett särskilt intresse av att öka kunskapen om denna relation. Syftet med denna studie har varit att ta reda på vilka incitament företag har för att arbeta med kortsiktiga kundrelationer samt beskriva hur det relationsbyggande arbetet ser ut. Denna kvalitativa studie behandlar hyresvärdens perspektiv, sex hyresvärdar med studentbostäder har intervjuats. Det kan konstateras att dessa hyresvärdar arbetar med relationsbyggande aktiviteter mot sina studenthyresgäster, trots studentbostadens tillfälliga karaktär och den kortvarighet som relationen karaktäriseras av. Incitamenten för att arbeta med kundrelationer, vilka identifierades i denna studie, är rykte, konkurrenskraft, nöjda kunder, förtroende och varaktighet. Studiens resultat visar även att hyresvärdarna arbetar med relationer genom att uppfylla hyresgästernas behov, vilket görs genom god kommunikation samt olika aktiviteter och åtgärder. Organisationens utformning var ytterligare en aspekt som spelade roll för det relationsbyggande arbetet, främst då utformningen möjliggör kommunikation med hyresgästerna. / Customer relations have become more important in all industries due to technological development and increased competition. As a result, company focus has shifted from products to customers. This study intended to find out which incentives exist for working with customer relations and how they implement their work, taking into account the differences that exist in previous research regarding the importance of customer relations. This has been studied on the relationship between landlords who provide student housing and their tenants, which is a relation characterized by short duration due to the temporary nature of the accommodation. The limited amount of research that discuss short-term customer relations and the long-term perspective that is often highlighted in existing research, results in a particular interest in increasing knowledge about this relationship. The purpose of this study has therefore been to find which incentives companies have to work with short-term customer relations and describe how they implement this work. This qualitative study concentrates on the landlord’s perspective, six landlords with student housing has been interviewed. It can be stated that these landlords work with relationship-building activities towards their student tenants, despite the short duration and temporary nature of the accommodation. The incentives for working with customer relations, which were identified in this study, are the company’s reputation, competitiveness, satisfied customers, trust and durability. The study also shows that landlords work with relations by meeting the tenants needs, which is done through good communication, activities and arrangements. Also, the design of the organization mattered for the relationship-building work, mostly because the design enables communication with the tenants.