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Satisfaction des clients et qualité totale : une recherche exploratoire sur les pratiques managériales, leurs déterminants et leurs résultats

Author

Listed:
  • Jean-Francois Boss

    (HEC Paris - Recherche - Hors Laboratoire - HEC Paris - Ecole des Hautes Etudes Commerciales)

Abstract

Recherche qui fait le lien entre les travaux théoriques sur la satisfaction des clients et les pratiques des entreprises françaises. Revue de littérature sur trente ans de recherche. Etude qualitative, centrée sur la compréhension des composantes de la satisfaction des clients, les mesures de cette satisfaction et les politiques d'amélioration mises en oeuvre dans un certain nombre d'entreprises.

Suggested Citation

  • Jean-Francois Boss, 1994. "Satisfaction des clients et qualité totale : une recherche exploratoire sur les pratiques managériales, leurs déterminants et leurs résultats," Working Papers hal-00515678, HAL.
    • Handle: RePEc:hal:wpaper:hal-00515678
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    Citations

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    Cited by:

    1. François Meyssonnier & Mehdi Zakar, 2015. "Satisfaction du client et efficience du personnel en contact dans la relation de service : étude du cas d’une entreprise de grandes surfaces de bricolage," Post-Print hal-01188814, HAL.
    2. François Meyssonnier & Mehdi Zakar, 2015. "Satisfaction du client et efficience du personnel en contact dans la relation de service: Étude du cas d'une entreprise de grandes surfaces de bricolage," Working Papers hal-01238523, HAL.

    More about this item

    Keywords

    Satisfaction; client; qualité;
    All these keywords.

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