Stress professionnel et changements de crise : Quelles perspectives pour la valeur client ?

Abstract

The idea behind this topic arose from the author's experience in the professional workplace. This article is a documented scientific portrayal of the reality of crisis changes experienced by employees within an organization. Indeed, professional stress can have an impact on their performance; and as a logical consequence, this stress becomes the explicative variable of the organization's performance whose role is to satisfy the needs of its customers, whether on a BtoB or BtoC scale, hence the creation or destruction of their value. Since the events of the 2020 sanitary crisis, many organizations have lost sales, employees and customers. In this article, we will try to give the reader a generic and literary view of the impact of stress on organizational performance, and support our argument with the last element in the value chain - the customer - in a situation of crisis change. A number of authors have attempted to unravel the various relationships between human resources and organizational performance, through training and career development for example; but very few have tackled the subject of the impact of poor HR management on the performance of organizations, and consequently on their results through customer value. Through this study, we were able to demonstrate the connection between individual performance and occupational stress, and then the relationship between customer value and organizational performance, which we will present at the end of the article as a research model derived from research hypotheses identified in the literature which answers our main research question: How does the occupational stress, in a crisis change context, impacts the employee’s performance and the customer value?

Key words: Occupational stress; Crisis management; Customer value; Performance.

JEL classification: L25, J28, J81

Paper type: Theoretical Research