L’écoute client : qu’en pensent les intéressés ? (notice n° 1633530)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02601cam a2200301 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20260111114806.0 |
| 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 | Siadou-Martin, Béatrice |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | L’écoute client : qu’en pensent les intéressés ? |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2016.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 50 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Confrontées à une concurrence accrue et à des consommateurs volatiles, les entreprises se doivent s’ancrer dans une démarche d’orientation-marché, dont l’écoute client constitue un pilier. Cette recherche porte sur la perception des consommateurs à l’égard des dispositifs d’écoute client que pratiquent les entreprises. Les motivations des consommateurs à donner leur avis et leurs perceptions des principaux dispositifs d’écoute sont étudiées. De plus, l’adéquation entre la nature du message à communiquer aux entreprises et les dispositifs d’écoute client est examinée à l’aide de la méthode des scénarios. Les résultats ont montré que le choix de dispositifs mobilisés par les clients dépend de la situation et les dispositifs apparaissent complémentaires. Finalement, les implications managériales et les voies de recherche sont exposées. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Faced with increased competition and volatile consumers, companies should be grounded in a market oriented approach, including customer focus as a pillar. This research focuses on consumer perception concerning customer listening devices practiced by companies. The consumers’ motivations giving their opinions and perceptions of the main listening devices are studied. Moreover, the adequacy between the nature of the message to communicate to the companies and the client listening devices is examined using the scenario method. The results showed that the choice of devices mobilized by customers depends on the situation and the devices seem complementary. Finally, managerial implications and the perspectives of research are exposed. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | dispositifs d’écoute |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | écoute client |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | perception des consommateurs |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | technologie de l’information |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | customers’ perception |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | information technology |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | listening devices |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | listening to the customer |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Makaoui, Naouel |
| Relator term | author |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Benzidia, Smaïl |
| Relator term | author |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Bentahar, Omar |
| Relator term | author |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Question(s) de management | 14 | 3 | 2016-12-12 | p. 53-62 | 2262-7030 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/revue-questions-de-management-2016-3-page-53?lang=fr&redirect-ssocas=7080">https://shs.cairn.info/revue-questions-de-management-2016-3-page-53?lang=fr&redirect-ssocas=7080</a> |
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