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L'orientation client du personnel en contact avec la clientèle : définition et déterminants

Author

Listed:
  • Bouchra Esslimani

    (LIRHE - Laboratoire Interdisciplinaire de recherche sur les Ressources Humaines et l'Emploi - UT Capitole - Université Toulouse Capitole - UT - Université de Toulouse - CNRS - Centre National de la Recherche Scientifique)

Abstract

Cet article tente d'identifier les facteurs favorisant le développement d'un comportement orienté client chez le personnel en contact avec la clientèle opérant dans l'entreprise de services. Il a aussi pour objectif d'en proposer un modèle explicatif. Un examen de la littérature produit deux perspectives définitoires du concept de l'orientation client des vendeurs et un ensemble de variables explicatives. Celles-ci prêtent à des actions de l'encadrement de l'entreprise, à des attitudes au travail du vendeur et aux traits de sa personnalité. L'apport de chacune de ces variables est théoriquement justifié en relation avec l'orientation client du personnel en contact

Suggested Citation

  • Bouchra Esslimani, 2006. "L'orientation client du personnel en contact avec la clientèle : définition et déterminants," Post-Print halshs-00009002, HAL.
    • Handle: RePEc:hal:journl:halshs-00009002
    Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-00009002
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