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Conduire et mesurer la qualité du service - Pour une approche complète

Author

Listed:
  • David Ballantyne

    (Cranfield School of Management)

  • Martin Christopher

    (Cranfield School of Management)

  • Adrian Payne

    (Cranfield School of Management)

  • Moira Clark

    (Cranfield School of Management)

Abstract

Les approches du management de la qualité de service ont fortement évolué ces dernières années. Partant du concept d'écart de qualité pour continuer avec les notions de chaîne de valeur du client et d'attentes du client, cet article souligne le rôle des clients et fournisseurs internes. De nouvelles approches du management du processus de service sont nécessaires pour contrôler la qualité de service. C'est ce que cet article met en évidence et il ouvre des perspectives sur le management de la qualité dans l'avenir.

Suggested Citation

  • David Ballantyne & Martin Christopher & Adrian Payne & Moira Clark, 1994. "Conduire et mesurer la qualité du service - Pour une approche complète," Post-Print halshs-02926692, HAL.
    • Handle: RePEc:hal:journl:halshs-02926692
    DOI: 10.7193/DM.002.37-43
    as

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