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

François Meyssonnier () and Mehdi Zakar
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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

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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).

Keywords: management control; service industry; operations; frontline staff - client relation; client satisfaction; contrôle de gestion; services; relation personnel en contact - client; satisfaction client (search for similar items in EconPapers)
Date: 2015-05-19
Note: View the original document on HAL open archive server: https://hal.science/hal-01188814
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Published in Comptabilité, Contrôle et Audit des invisibles, de l'informel et de l'imprévisible, May 2015, Toulouse, France. pp.cd-rom

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