IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-01422193.html
   My bibliography  Save this paper

Confiance Dans La Relation Consommateur – Prestataire De Service : Le Role Central Du Personnel En Contact

Author

Listed:
  • Sherazade Gatfaoui

    (IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12)

Abstract

La relation de service dans laquelle s'inscrivent les relations sociales entre le personnel en contact et le client, constitue désormais une caractéristique distinctive du marketing des services. A partir de l'approche relationnelle de l'échange, qui révèle l'importance de la confiance, cette recherche analyse la relation de service et propose un cadre conceptuel de l'échange consommateur-prestataire de service. Ce schéma souligne l'existence d'une relation élargie et multiple, faisant intervenir le personnel en contact au coeur de l'interaction consommateur-prestataire de service. Il montre ainsi le rôle central de ce dernier dans l'orientation des relations à long-terme entre le consommateur et le prestataire, identifié comme une entité à part entière.

Suggested Citation

  • Sherazade Gatfaoui, 2000. "Confiance Dans La Relation Consommateur – Prestataire De Service : Le Role Central Du Personnel En Contact," Post-Print hal-01422193, HAL.
    • Handle: RePEc:hal:journl:hal-01422193
    Note: View the original document on HAL open archive server: https://hal.science/hal-01422193
    as

    Download full text from publisher

    File URL: https://hal.science/hal-01422193/document
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. S. Pontier, 1988. "Image du point de vente: pour une prise en compte de l'image interne," Post-Print hal-02011438, HAL.
    2. Swan, John E. & Bowers, Michael R. & Richardson, Lynne D., 1999. "Customer Trust in the Salesperson: An Integrative Review and Meta-Analysis of the Empirical Literature," Journal of Business Research, Elsevier, vol. 44(2), pages 93-107, February.
    3. Williamson, Oliver E, 1993. "Calculativeness, Trust, and Economic Organization," Journal of Law and Economics, University of Chicago Press, vol. 36(1), pages 453-486, April.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Laure FANGUE & Colette SIMO & Jean DOUANLA, 2020. "Effect of Customer Trust on Customer Loyalty: Case of Second-Tier Microfinance Institutions in Cameroon," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 4(6), pages 53-59, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Shérazade Gatfaoui, 2005. "Quelles Conceptions 1 De La Confiance Au Cours De La Relation Bancaire (Client/Banque) ? : Une Approche Par Les Etudes De Cas Retrospectives," Post-Print hal-01539947, HAL.
    2. Paul-Emmanuel Pichon, 2006. "Confiance Et Consommation Alimentaire : De L'Importance De La Confiance Dans Les Emetteurs Des Reducteurs De Risque," Post-Print hal-04097958, HAL.
    3. Shérazade Gatfaoui, 2007. "How to develop a banking relation based on trust ? [Comment développer une relation bancaire fondée sur la confiance ?]," Post-Print hal-01539960, HAL.
    4. Shérazade Gatfaoui, 2015. "Construire la confiance dans la relation bancaire," Post-Print hal-01133660, HAL.
    5. Shérazade Gatfaoui, 2003. "Les Mecanismes De La Confiance Dans Le Discours Des Clients : Le Cas D'Une Banque Mutualiste," Post-Print hal-01539868, HAL.
    6. Anne Corcos & Yorgos Rizopoulos, 2011. "Is prosocial behavior egocentric? The “invisible hand” of emotions," Post-Print halshs-01968213, HAL.
    7. Shi, Wei & Tang, Yinuo, 2015. "Cultural similarity as in-group favoritism: The impact of religious and ethnic similarities on alliance formation and announcement returns," Journal of Corporate Finance, Elsevier, vol. 34(C), pages 32-46.
    8. Hamilton-Hart, Natasha & Stringer, Christina, 2016. "Upgrading and exploitation in the fishing industry: Contributions of value chain analysis," Marine Policy, Elsevier, vol. 63(C), pages 166-171.
    9. Tony Simons, 2002. "Behavioral Integrity: The Perceived Alignment Between Managers' Words and Deeds as a Research Focus," Organization Science, INFORMS, vol. 13(1), pages 18-35, February.
    10. Ajzenman, Nicolás & Aksoy, Cevat Giray & Guriev, Sergei, 2022. "Exposure to transit migration: Public attitudes and entrepreneurship," Journal of Development Economics, Elsevier, vol. 158(C).
    11. Wang, Chun-Ju & Wu, Lei-Yu, 2012. "Team member commitments and start-up competitiveness," Journal of Business Research, Elsevier, vol. 65(5), pages 708-715.
    12. Xiao Li & Jeffrey Ng & Walid Saffar, 2021. "Financial Reporting and Trade Credit: Evidence from Mandatory IFRS Adoption," Contemporary Accounting Research, John Wiley & Sons, vol. 38(1), pages 96-128, March.
    13. Paul L. Robertson, 2006. "Transaction Costs, Trust, and the Structuring of Markets," Discussion Papers Series 342, School of Economics, University of Queensland, Australia.
    14. Krug, B. & Hendrischke, H., 2006. "Framing China: Transformation and Institutional Change," ERIM Report Series Research in Management ERS-2006-025-ORG, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    15. Klein Woolthuis, R. & Nooteboom, B., 2002. "Trust and Formal Control in interorganizational Relationships," ERIM Report Series Research in Management ERS-2002-13-ORG, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    16. Pevzner, Mikhail & Xie, Fei & Xin, Xiangang, 2015. "When firms talk, do investors listen? The role of trust in stock market reactions to corporate earnings announcements," Journal of Financial Economics, Elsevier, vol. 117(1), pages 190-223.
    17. Ranjay Gulati & Maxim Sytch, 2008. "Does familiarity breed trust? Revisiting the antecedents of trust," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 29(2-3), pages 165-190.
    18. Sandro Castaldo & Katia Premazzi & Fabrizio Zerbini, 2010. "The Meaning(s) of Trust. A Content Analysis on the Diverse Conceptualizations of Trust in Scholarly Research on Business Relationships," Journal of Business Ethics, Springer, vol. 96(4), pages 657-668, November.
    19. Rodríguez-López, Nuria & Diz-Comesaña, María Eva, 2016. "Efeito mediador do controle formal e informal na forma de governo," RAE - Revista de Administração de Empresas, FGV-EAESP Escola de Administração de Empresas de São Paulo (Brazil), vol. 56(6), November.
    20. Wang, Yidi & Gu, Hongmei, 2024. "Impacts of trust on the cost of debt financing: The perspectives of in-group trust and out-group trust," Finance Research Letters, Elsevier, vol. 62(PA).

    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:journl:hal-01422193. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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.