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La gestion des ressources humaines peut-elle être un facteur de fidélisation de la clientèle du centre E. Leclerc Casteldis ?

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  • Laurie Ple

    (UFR des Sciences économiques, sociales et de gestion - Université de Reims - Champagne Ardenne)

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    Abstract

    Le secteur de la grande distribution est un domaine passionnant par son histoire, son évolution et sa place au cœur de nombreuses mutations de notre société. L'explorer à travers la gestion des ressources humaines est tout de suite paru attirant. Étant donné que la grande distribution évolue dans un contexte de plus en plus compétitif, la fidélisation de la clientèle est devenue un de ses grands enjeux. La grande distribution a développé des outils de fidélisation, mais ils sont largement repris par l'ensemble des acteurs du marché. Dans quelles mesures la fonction Ressources Humaines, par son action sur les salariés et leurs performances, peut-elle entraîner la satisfaction des clients et ainsi favoriser leur fidélité envers le Centre E. Leclerc Casteldis de Château-Thierry ?

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    Paper provided by HAL in its series Post-Print with number dumas-00542741.

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    Date of creation: Jun 2010
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    Handle: RePEc:hal:journl:dumas-00542741

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    Keywords: grande distribution; ressources humaines; satisfaction des clients; fidélité; centre commercial; management;

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