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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