| 000 | 01381cam a2200229 4500500 | ||
|---|---|---|---|
| 005 | 20250112053204.0 | ||
| 041 | _afre | ||
| 042 | _adc | ||
| 100 | 1 | 0 |
_aMeyssonnier, François _eauthor |
| 700 | 1 | 0 |
_a Zakar, Mehdi _eauthor |
| 245 | 0 | 0 | _aCustomer satisfaction and efficiency of frontline staff in the service relationship |
| 260 | _c2016. | ||
| 500 | _a63 | ||
| 520 | _aThe 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 | _arelation personnel en contact - client | ||
| 690 | _acontrôle de gestion | ||
| 690 | _aservices | ||
| 690 | _aopérations | ||
| 690 | _asatisfaction client | ||
| 786 | 0 | _nRecherches en Sciences de Gestion | 112 | 1 | 2016-09-23 | p. 59-76 | 2259-6372 | |
| 856 | 4 | 1 | _uhttps://shs.cairn.info/journal-recherches-en-sciences-de-gestion-2016-1-page-59?lang=en |
| 999 |
_c209459 _d209459 |
||