Les garanties de service (notice n° 1044126)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02315cam a2200205 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250125180417.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Fabien, Louis |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Les garanties de service |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2003.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 67 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | RésuméPlus de 10 ans après l’introduction du concept de garantie de service, cet article propose une analyse critique des pratiques récentes en matière de garanties de service. Une grille d’observation a été développée pour analyser 173 engagements distincts, provenant de 56 entreprises de service. Les auteurs concluent que les engagements des entreprises envers leurs clients sont peu compromettants, et qu’ils portent très rarement sur la satisfaction totale du client. Ils concluent en proposant quelques pistes de réflexion. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Service Guarantees: A Retrospective Analysis of Business PracticesOver 10 years after the introduction of the concept of service guarantees, this article provides a critical analysis of current practices related to such guarantees. An observation checklist was developed to analyze 173 different agreements entered into by 56 businesses in the services sector. The authors conclude that the commitments made by the businesses are not overly constraining and very rarely guarantee total customer satisfaction. The article ends by suggesting several avenues for further reflection. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | ResumenA más de diez años del surgimiento del concepto de garantía de servicios, los autores de este artículo se plantearon la necesidad de echar una mirada crítica a las prácticas observadas recientemente en la materia. Con ayuda de una grilla de observación elaborada a tales fines, se analizaron 173 compromisos de garantía provenientes de 56 empresas de servicios. La conclusión que extraen los autores es que el compromiso que asumen las empresas no les impone grandes obligaciones y rara vez apunta a satisfacer totalmente al cliente. Como cierre del trabajo se proponen diversos ejes de reflexión sobre el tema. |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Auriacombe, Brigitte |
| Relator term | author |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Mayaux, François |
| Relator term | author |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Gestion | 28 | 4 | 2003-12-01 | p. 19-25 | 0701-0028 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/revue-gestion-2003-4-page-19?lang=fr&redirect-ssocas=7080">https://shs.cairn.info/revue-gestion-2003-4-page-19?lang=fr&redirect-ssocas=7080</a> |
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