Pour, contre et avec le client. Une approche théorique de la résistance du personnel en contact

This research analyses front-line staff's resistance in three organizations whose managerial logics have impacted their organizational cultures. It theorizes the service relationship as a twofold work/service relationship that bears tensions. A qualitative study conducted with 19 informants reveals three forms of resistance: for, against and with the customer. Managerial recommendations follow in order to compensate for the effects of such resistance.