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Les coûts cachés liés à des mesures d'amélioration des services. L'exemple des caisses d'un hypermarché

Author

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  • Yvan Barel

    (LEMNA - Laboratoire d'économie et de management de Nantes Atlantique - IEMN-IAE Nantes - Institut d'Économie et de Management de Nantes - Institut d'Administration des Entreprises - Nantes - UN - Université de Nantes)

  • Sandrine Frémeaux

    (Audencia Recherche - Audencia Business School)

Abstract

In the booming and competitive services sector, the management of the cost-value relation is complicated because personal contact plays an important role in customer perceived value. This study aims at understanding how " hidden costs " induced by organizational difficulties can be accentuated by measures conceived to enhance the quality of service. Based on an analysis of performance indicators and a qualitative survey conducted in a hypermarket of a French distribution brand, the results show that " hidden costs " increase at the implementation stage of service enhancing measures when the adjustment abilities of operators (cashiers) are weakened by an inappropriate use of indicators.

Suggested Citation

  • Yvan Barel & Sandrine Frémeaux, 2011. "Les coûts cachés liés à des mesures d'amélioration des services. L'exemple des caisses d'un hypermarché," Post-Print hal-00771831, HAL.
    • Handle: RePEc:hal:journl:hal-00771831
    Note: View the original document on HAL open archive server: https://hal.science/hal-00771831
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    References listed on IDEAS

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