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Les standards de comparaison et la gestion de la satisfaction des clients

Author

Listed:
  • Paul Valentin Ngobo

    (CREGOR - Centre de Recherche sur la Gestion des Organisations - UM2 - Université Montpellier 2 - Sciences et Techniques)

Abstract

A travers cet article, nous essayons de montrer l'importance des standards de comparaison (ou points de référence) utilisés par les clients dans le processus de formation de la satisfaction. Pour cela, nous expliquons: (a) pourquoi la confirmation des attentes ne suffit pas pour améliorer la satisfaction des clients et (b) comment la confirmation de certains standards de comparaison peut avoir des effets non linéaires (rendements décroissants) sur le niveau de satisfaction du client. Nous illustrons notre propos par une étude empirique et discutons des implications de ces deux propositions pour la mesure de la satisfaction.

Suggested Citation

  • Paul Valentin Ngobo, 1998. "Les standards de comparaison et la gestion de la satisfaction des clients," Post-Print halshs-02925819, HAL.
    • Handle: RePEc:hal:journl:halshs-02925819
    DOI: 10.7193/DM.013.57-66
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    Cited by:

    1. Marie-Christine Lichtlé & S. Llosa & V. Plichon, 2002. "La contribution des differents elements d'une grande surface alimentaire a la satisfaction du client," Post-Print hal-01822824, HAL.
    2. Olivier Brunel & Céline Gallen, 2010. "Et si c'était de la dissonance cognitive ?," Working Papers hal-00547775, HAL.
    3. Sylvie Rolland & Pierre Desmet, 2006. "Perceived quality in a multi-channel environment:Impact of website visits on perceived in-storequality," Post-Print halshs-00143032, HAL.
    4. Sylvie Llosa, 2012. "Quatre manières de contribuer à la satisfaction du patient hospitalisé : Les éléments Basiques, Plus, Clés et Secondaires," Post-Print hal-01822874, HAL.
    5. Lionel Nicod & Sylvie Llosa, 2018. "How should customers be trained in their role as coproducers? The influence of training and its characteristics on the benefits of coproduction," Post-Print hal-03513344, HAL.

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