The role of a third place: The “grin” in customer satisfaction in Bamako’s informal car garages
Kamissoko, Boubacar
The role of a third place: The “grin” in customer satisfaction in Bamako’s informal car garages - 2023.
99
“Grin” which can be translated as a place of conversation in the Bambara language is a place in Mali where current affairs, family problems, business between friends and even between service providers and customers are discussed. Different from the home and the workplace, the “grin” has all the characteristics of a third place. However, its role in bringing service providers and customers closer together is ignored or even misunderstood. This work aims to understand the role of the “grin” in the satisfaction of customers of informal car garages in commune 6 of Bamako. Thus, we carried out our interview guide with 5 mechanics, 5 electricians, 5 sheet metal workers, 15 customers from 5 workshops including 3 chosen by workshop as well as 5 different people from these listed categories working in this third place. To do this, these interviews were manually analyzed in accordance with the thematic analysis of Paillé and Muchielli. The results show that the “grin” contributes positively to relational satisfaction. The study notes the importance of “grins” in the process of satisfaction in the automobile garages of Commune 6 of Bamako.
The role of a third place: The “grin” in customer satisfaction in Bamako’s informal car garages - 2023.
99
“Grin” which can be translated as a place of conversation in the Bambara language is a place in Mali where current affairs, family problems, business between friends and even between service providers and customers are discussed. Different from the home and the workplace, the “grin” has all the characteristics of a third place. However, its role in bringing service providers and customers closer together is ignored or even misunderstood. This work aims to understand the role of the “grin” in the satisfaction of customers of informal car garages in commune 6 of Bamako. Thus, we carried out our interview guide with 5 mechanics, 5 electricians, 5 sheet metal workers, 15 customers from 5 workshops including 3 chosen by workshop as well as 5 different people from these listed categories working in this third place. To do this, these interviews were manually analyzed in accordance with the thematic analysis of Paillé and Muchielli. The results show that the “grin” contributes positively to relational satisfaction. The study notes the importance of “grins” in the process of satisfaction in the automobile garages of Commune 6 of Bamako.
Réseaux sociaux