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La dynamique des compétences interculturelles individuelles et collectives des prestataires de services dans l’expérience de service du client

Author

Listed:
  • Zorana Jerinic

    (UniCA - Université Côte d'Azur)

  • Djamila Elidrissi

    (UniCA - Université Côte d'Azur)

  • Sabrina Loufrani-Fedida

    (UniCA - Université Côte d'Azur)

Abstract

L'objectif de cet article est de comprendre la dynamique des compétences interculturelles individuelles et collectives des prestataires dans l'expérience de service du client. Les résultats de l'étude de cas d'une business unit française prestataire de services linguistiques qui excelle en la matière montrent qu'une articulation eff icace des deux niveaux de compétence assure la satisfaction des clients et contribue à la compétitivité de l'entreprise.

Suggested Citation

  • Zorana Jerinic & Djamila Elidrissi & Sabrina Loufrani-Fedida, 2020. "La dynamique des compétences interculturelles individuelles et collectives des prestataires de services dans l’expérience de service du client," Post-Print hal-04199612, HAL.
    • Handle: RePEc:hal:journl:hal-04199612
    DOI: 10.3917/mav.120.0111
    as

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