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L'impératif du service client dans l'industrie

Author

Listed:
  • Nikolaos Tzokas

    (University of Strathclyde [Glasgow])

  • Bill Donaldson
  • Abu Bakar

Abstract

En dépit de la pléthore d'études reconnaissant l'importance du rôle joué par le service client dans la compétitivité des entreprises industrielles, le développement théorique de ce domaine d'étude demeure embryonnaire. Cet article (1) élabore un construit pour mesurer l'engagement de la direction de l'entreprise en faveur du service client et (2) étudie les activités de service client dans les entreprises industrielles, ainsi que les mécanismes de contrôle mis en place par ces dernières afin d'évaluer leur performance en termes de service. L'article établit une relation directe entre l'engagement en faveur du service client et la performance générale de l'entreprise, thème qui devrait renouveler l'intérêt de la recherche pour ce domaine primordial

Suggested Citation

  • Nikolaos Tzokas & Bill Donaldson & Abu Bakar, 2000. "L'impératif du service client dans l'industrie," Post-Print hal-02018545, HAL.
    • Handle: RePEc:hal:journl:hal-02018545
    DOI: 10.1177/076737010001500102
    as

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