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Le rôle médiateur de la satisfaction du personnel dans la qualité de service : vers un marketing interne-externe performant

Author

Listed:
  • Myriam Bellaouaied

    (Laboratoire de Recherche Magellan - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Institut d'Administration des Entreprises (IAE) - Lyon)

Abstract

In the majority of the service firms, the role of the "contact" employees became an element of differentiation; considering that it's often in interaction with the customer. As it was underlined by Berry and Parasuraman A. (1991), through its attitude, the personnel will influence the service quality perceived by the customer; thus, often the contact staff is regarded as being the service on behalf of the consumers. The objective of this communication is to bring to light the area of the Marketing function at the internal environment of the company and its contribution to satisfy customers. Through this article and supporting on former research, we will try to clarify the key success factors of service quality through the employee satisfaction by showing the big roles of their customer orientation and of the establishment of internal marketing.

Suggested Citation

  • Myriam Bellaouaied, 2010. "Le rôle médiateur de la satisfaction du personnel dans la qualité de service : vers un marketing interne-externe performant," Post-Print halshs-00706057, HAL.
    • Handle: RePEc:hal:journl:halshs-00706057
    as

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