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Démarches qualité et performances des services : quand l'esprit vient aux services…

Author

Listed:
  • 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

Ce chapitre montre que pour les services de masse les démarches qualité classiques consistent à articuler rationalisation industrielle des processus de production et personnalisation du service , c'est-à-dire son adaptation aux besoins du client singulier. Si ces démarches ont porté leurs fruits, l'amélioration de la qualité de service passe désormais par une meilleure prise en compte de spécificités des services dans leurs principes et leurs réalités de fonctionnement. En particulier, le développement de l'esprit de service que les entreprises appellent de leurs voeux dépend d'une réflexion sur leur stratégie, leur organisation et leur management afin de développer leurs capacités collectives à être réellement au service des clients tout en préservant leurs performances économiques et sociales.

Suggested Citation

  • Muriel Jougleux, 2015. "Démarches qualité et performances des services : quand l'esprit vient aux services…," Post-Print halshs-01262313, HAL.
    • Handle: RePEc:hal:journl:halshs-01262313
    as

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    Keywords

    qualité des services; satisfaction client;

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