IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-01214791.html
   My bibliography  Save this paper

Management des services

Author

Listed:
  • Sylvie Chevrier

    (IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12)

  • Marianne Abramovici

    (IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12)

  • Muriel Jougleux

    (IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12)

Abstract

How to design and sell a service when customers ignore their needs? How to further involve the customer to reduce costs without letting them do something wrong? How to encourage listening to customers when the line gets longer? How to "reenchant the experience" of a raging customer to turn him or her into a loyal client? How to convince customers that a service they will experience later is highly valuable? How to assess the performance of services, which impact not only the immediate customer but also the social life? All these questions concern managers of services and find answers in this book drawing upon examples and detailed case studies. It deals with three main issues of service management: designing, producing and assessing the performance of a service activity. The whole value chain is studied throughout the book, providing a thorough analysis of service management. Each issue is illustrated with cases showing what solutions have been provided to manage the different situations. The book relies on several disciplines: marketing, production and quality management, human resource management and management control.

Suggested Citation

  • Sylvie Chevrier & Marianne Abramovici & Muriel Jougleux, 2015. "Management des services," Post-Print hal-01214791, HAL.
    • Handle: RePEc:hal:journl:hal-01214791
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:hal-01214791. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.