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Satisfaction du client et efficience du personnel en contact dans la relation de service : étude du cas d’une entreprise de grandes surfaces de bricolage

Author

Listed:
  • François Meyssonnier

    (IEMN-IAE Nantes - Institut d'Économie et de Management de Nantes - Institut d'Administration des Entreprises - Nantes - UN - Université de Nantes)

  • Mehdi Zakar

    (IEMN-IAE Nantes - Institut d'Économie et de Management de Nantes - Institut d'Administration des Entreprises - Nantes - UN - Université de Nantes)

Abstract

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).

Suggested Citation

  • François Meyssonnier & Mehdi Zakar, 2015. "Satisfaction du client et efficience du personnel en contact dans la relation de service : étude du cas d’une entreprise de grandes surfaces de bricolage," Post-Print hal-01188814, HAL.
    • Handle: RePEc:hal:journl:hal-01188814
    Note: View the original document on HAL open archive server: https://hal.science/hal-01188814
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    References listed on IDEAS

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    1. L. Plé & J. Angot & X. Lecocq, 2009. "Customer-Integrated Business Models: A Theoretical Framework," Post-Print halshs-00485381, HAL.
    2. François Meyssonnier, 2012. "Le contrôle de gestion des services : réflexion sur les fondements et l'instrumentation," Working Papers hal-00694326, HAL.
    3. Kiane Goudarzi & Pierre Eiglier, 2006. "La socialisation organisationnelle du client dans les entreprises de service: concept et dimensions," Post-Print hal-02023878, HAL.
    4. Jean-Francois Boss, 1994. "Satisfaction des clients et qualité totale : une recherche exploratoire sur les pratiques managériales, leurs déterminants et leurs résultats," Working Papers hal-00515678, HAL.
    5. Fana Rasolofo-Distler & Cindy Zawadzki, 2013. "Epistémologie et méthodologie des CIFRE:Illustration par des thèses soutenues en Finance Contrôle Stratégie," Revue Finance Contrôle Stratégie, revues.org, vol. 16(4), pages 49-62, December.
    6. François Meyssonnier, 2012. "Le contrôle de gestion des services : réflexion sur les fondements et l'instrumentation," ACCRA, Association francophone de comptabilité, vol. 18(2), pages 73-97.
    7. Charles Ducrocq & Michel Gervais & Christophe Herriau, 2001. "Le suivi de la qualité et des coûts dans les entreprises de services:une enquête sur les pratiques et les outils employés par les départements de contrôle de gestion," Revue Finance Contrôle Stratégie, revues.org, vol. 4(3), pages 89-121, September.
    Full references (including those not matched with items on IDEAS)

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