IDEAS home Printed from https://ideas.repec.org/p/hal/journl/halshs-02915209.html
   My bibliography  Save this paper

Facteurs déterminants de la relation entre la satisfaction des clients et la performance de l’entreprise

Author

Listed:
  • Paul-Valentin Ngobo

    (Faculté de Droit, Economie et Gestion de l’université d’Angers.)

  • Andry Ramaroson

    (Centre de recherche - LARGO - UA - Université d'Angers)

Abstract

Durant les 14 dernières années, les chercheurs en marketing, en ressources humaines, et en comptabilité se sont beaucoup intéressés aux récompenses financières ou à la valeur d'information de la satisfaction des clients. Cependant, en dépit de l'importance de la satisfaction et de ses bénéfices théoriques, empiriquement les chercheurs s'accordent peu sur ses implications financières pour l'entreprise. L'objet de cet article est de synthétiser les recherches actuelles, de comprendre la divergence des résultats, et de les élargir à deux questions qui nous semblent encore peu traitées, à savoir : la sensibilité aux indicateurs de performance et la question de la spécification des relations.

Suggested Citation

  • Paul-Valentin Ngobo & Andry Ramaroson, 2005. "Facteurs déterminants de la relation entre la satisfaction des clients et la performance de l’entreprise," Post-Print halshs-02915209, HAL.
    • Handle: RePEc:hal:journl:halshs-02915209
    DOI: 10.7193/DM.040.75.84
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    More about this item

    Statistics

    Access and download statistics

    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:halshs-02915209. 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.

    We have no bibliographic references for this item. You can help adding them by using 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.