Faire de l'intelligence économique au quotidien : application à la gestion des réclamations (notice n° 743933)
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|---|---|
| fixed length control field | 02301cam a2200277 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250123092105.0 |
| 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 | Larivet, Sophie |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Faire de l'intelligence économique au quotidien : application à la gestion des réclamations |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2007.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 3 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | RésuméNotre article propose de faire le lien entre gestion des réclamations et intelligence économique, en modélisant leur interaction. Nous montrerons ainsi que les plaintes de la clientèle contiennent un certain nombre de signaux faibles, mais également que la gestion des réclamations constitue une pratique contribuant à l’influence de l’entreprise et à sa protection informationnelle. Ce travail est donc une pierre dans l’édifice, toujours en construction, qui relie intelligence économique et marketing. Il contribue à rendre compte de la complexité de la gestion des plaintes et des ses apports potentiels à l’intelligence économique. D’un point de vue managérial, il permet d’illustrer la mise en œuvre de l’intelligence économique au travers d’un processus marketing existant et, également, de suggérer des pistes d’amélioration d’un service clients. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Our paper is linking complaint management and strategic intelligence. Customer complaints could be a useful source of information for strategic intelligence. This paper proposes conceptual models to understand the customer complaints process and its use to gather strategic intelligence, to help in counter-intelligence and influence strategies. It should help shaping a research program linking marketing (more specifically, customer complaints) and strategic intelligence. Managers will also find some helpful advices to improve complaint management. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | intelligence économique |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | clients |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | gestion des réclamations |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | marketing |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | customers |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | complaint management |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | marketing |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | strategic intelligence |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Brouard, François |
| Relator term | author |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Market Management | 7 | 4 | 2007-12-01 | p. 5-25 | 1779-3572 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/revue-market-management-2007-4-page-5?lang=fr&redirect-ssocas=7080">https://shs.cairn.info/revue-market-management-2007-4-page-5?lang=fr&redirect-ssocas=7080</a> |
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