IDEAS home Printed from https://ideas.repec.org/p/hal/gemptp/halshs-02914810.html
   My bibliography  Save this paper

La garantie de service chez Ibis, pratiques et enseignements

Author

Listed:
  • Benoit Meyronin

    (GREDEG - Groupe de Recherche en Droit, Economie et Gestion - UNS - Université Nice Sophia Antipolis (1965 - 2019) - CNRS - Centre National de la Recherche Scientifique - UniCA - Université Côte d'Azur, EESC-GEM Grenoble Ecole de Management)

  • Charles Ditandy

    (Académie du service)

Abstract

L'objet de cet article est d'apporter des éléments de réponse à la double question suivante : quels bénéfices tirer, d'un point de vue managérial, de la mise en place d'une garantie inconditionnelle de service ? Quels peuvent être les facteurs facilitant le déploiement opérationnel d'une telle garantie ? Pour ce faire, nous développons une grille d'analyse centrée sur les éléments clés de la servuction (participation du client/co-production, et management du personnel en contact), en nous appuyant sur l'examen d'un cas d'entreprise, celui du « contrat 15 mn » mis en place par l'enseigne Ibis au sein du groupe Accor. Cet article intègre donc les apports du marketing des services et la production d'une monographie portant sur le cas Ibis. Les coûts, comme les bénéfices managériaux d'une telle démarche, sont mis en perspective, et cinq facteurs clés de succès, destinés à faciliter le déploiement d'une garantie de service inconditionnelle, sont formulés.

Suggested Citation

  • Benoit Meyronin & Charles Ditandy, 2007. "La garantie de service chez Ibis, pratiques et enseignements," Grenoble Ecole de Management (Post-Print) halshs-02914810, HAL.
    • Handle: RePEc:hal:gemptp:halshs-02914810
    DOI: 10.7193/DM.046.51.62
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:gemptp:halshs-02914810. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.