Qu’est-ce qu’une bonne prestation ? La problématique des attentes dans un contexte d’externalisation d’un service

Delphine Minchella and Edouard Vinçotte
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Delphine Minchella: Métis Lab EM Normandie - EM Normandie - École de Management de Normandie = EM Normandie Business School
Edouard Vinçotte: IES Normandie

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Abstract: This article explores the differing expectations of stakeholders in the context of an outsourced activity: the reception desks in organizations, a theme largely unexplored in today's literature. Thanks to a study combining interviews, observations, and studies of internal documents on the one hand, and involving an FM acting as a principal, heads of sites, service provider company representatives, and on-site receptionists on the other hand, this research sheds light on significant disparities in expectations that make customer satisfaction difficult to achieve. We put forward the idea that greater consideration for the others' expectations and situation (especially those of the receptionists) would greatly improve the service.

Keywords: Facility management; Corporate reception; Outsourcing; Receptionist; Service; Accueil; Externalisation; Hôtesse d’accueil (search for similar items in EconPapers)
Date: 2021-07-07
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Published in Gestion 2000, 2021, 38 (2), pp.115-134. ⟨10.3917/g2000.382.0115⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05013488

DOI: 10.3917/g2000.382.0115

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