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L’attente d’un service, quelles recommandations ?

Author

Listed:
  • Agnès Durrande-Moreau

    (IREGE - Institut de Recherche en Gestion et en Economie - USMB [Université de Savoie] [Université de Chambéry] - Université Savoie Mont Blanc)

Abstract

Pour répondre au problème de l'attente dans les activités de service, il est souvent conseillé aux entreprises de chercher à mieux occuper et à mieux informer le client. Mais la mise en œuvre de ces recommandations ne donne pas les résultats escomptés. L'auteur propose alors de considérer l'attente comme un acte plutôt que simplement comme un temps vide. Cet acte est vécu par une personne qui interprète les situations et anticipe leur déroulement. Il en découle des recommandations qui sont commentées.

Suggested Citation

  • Agnès Durrande-Moreau, 1997. "L’attente d’un service, quelles recommandations ?," Post-Print halshs-02926098, HAL.
    • Handle: RePEc:hal:journl:halshs-02926098
    DOI: 10.7193/DM.011.69.79
    as

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