Customer satisfaction and efficiency of frontline staff in the service relationship (notice n° 209459)
[ vue normale ]
000 -LEADER | |
---|---|
fixed length control field | 01381cam a2200229 4500500 |
005 - DATE AND TIME OF LATEST TRANSACTION | |
control field | 20250112053204.0 |
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 | Meyssonnier, François |
Relator term | author |
245 00 - TITLE STATEMENT | |
Title | Customer satisfaction and efficiency of frontline staff in the service relationship |
260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
Date of publication, distribution, etc. | 2016.<br/> |
500 ## - GENERAL NOTE | |
General note | 63 |
520 ## - SUMMARY, ETC. | |
Summary, etc. | The development of a process to improve customer satisfaction in the business of do-it-yourself is studied. The various tools used to interest and motivate frontline staff and deploy new skills are examined. From the point of view of the management, the approach seems consistent but highlights the lack of control tools of the implemented actions. It lacks a device linking the commited actions (monthly dashbords of store managers), the customer satisfaction which result of it (measured by a tool as Servqual) and its impact on the overall performance of the company (described by an annual strategic balanced scorecard). |
690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
Topical term or geographic name as entry element | relation personnel en contact - client |
690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
Topical term or geographic name as entry element | contrôle de gestion |
690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
Topical term or geographic name as entry element | services |
690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
Topical term or geographic name as entry element | opérations |
690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
Topical term or geographic name as entry element | satisfaction client |
700 10 - ADDED ENTRY--PERSONAL NAME | |
Personal name | Zakar, Mehdi |
Relator term | author |
786 0# - DATA SOURCE ENTRY | |
Note | Recherches en Sciences de Gestion | 112 | 1 | 2016-09-23 | p. 59-76 | 2259-6372 |
856 41 - ELECTRONIC LOCATION AND ACCESS | |
Uniform Resource Identifier | <a href="https://shs.cairn.info/journal-recherches-en-sciences-de-gestion-2016-1-page-59?lang=en">https://shs.cairn.info/journal-recherches-en-sciences-de-gestion-2016-1-page-59?lang=en</a> |
Pas d'exemplaire disponible.
Réseaux sociaux