Customer satisfaction and efficiency of frontline staff in the service relationship (notice n° 209459)

détails MARC
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.

PLUDOC

PLUDOC est la plateforme unique et centralisée de gestion des bibliothèques physiques et numériques de Guinée administré par le CEDUST. Elle est la plus grande base de données de ressources documentaires pour les Étudiants, Enseignants chercheurs et Chercheurs de Guinée.

Adresse

627 919 101/664 919 101

25 boulevard du commerce
Kaloum, Conakry, Guinée

Réseaux sociaux

Powered by Netsen Group @ 2025