Piloter la relation de service entre régulation des comportements et satisfaction du client, L’exemple de la relation Professionnel de Santé-CPAM

Muriel Jougleux (), Laurence Bancel-Charensol () and Penelope Codello
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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
Laurence Bancel-Charensol: IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12

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Keywords: relation de service; contrôle du client; management des services; Satisfaction client (search for similar items in EconPapers)
Date: 2011-09
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Published in Gérer et Comprendre. Annales des Mines, 2011, 105

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-01370485

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