Le pilotage de la relation de service entre régulation des comportements et satisfaction du client

Bancel-Charensol, Laurence; Codello-Guijarro, Pénélope; Jougleux, Muriel

doi:10.3917/geco.105.0028

“…Any deviation from this script has a disruptive potential for the service production system. It can therefore be seen as a symptom of the dysfunction of the system which, depending on the situation and the company's strategy, may lead to changes in the offering and the production process so as to better satisfy customers or to change the real behavior of customers and improve the efficiency of the production system (Bancel-Charensol et al, 2011).…”

Section: Discussionmentioning

confidence: 99%

Customer participation and the performance of the production process: the case of automobile after-sales service

LANDE¹,

ABRAMOVICI²

2017

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How the customer's role in the production process is conceived is a central question in services management that can be addressed through the perspective of human resources management (Bowen, 1986) or work analysis (Dujarier, 2008). The concept of customer deviance is then used to examine the role normally prescribed for the customer and situations where the normal process of coproduction fails (Tax et al., 2006).The aim of this communication is to present the initial findings of a study aiming to describe and reveal the customer's real role, the real work of front-office personnel and the comanagement of uncertainties frequently arising in the interaction process (Larson and Bowen, 1989) with the aim of improving the perceived quality of a specific service. Research design and methodologyThe topic addressed is automobile after-sales services, a strategic business for car manufacturers, both financially and in terms of marketing. The competitive environment in this sector has greatly changed recently due to its liberalization and the evolution of in-car technologies. Improvement in the perceived quality of the interaction between customers and the service provider during after-sales service has become a strategic issue that has in particular led to rethinking the professional training of receiving agents. It is a matter today of supporting them in redesigning this interaction so as to make it more efficient. For this reason we defend the idea that a more detailed understanding of what the customer really does in this situation is an essential first step. Results of the researchThe first stage should thus allow us to understand: the tasks assigned to the customer according to the organization's mechanisms and the technical mechanisms defined by the manufacturer;

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“…Any deviation from this script has a disruptive potential for the service production system. It can therefore be seen as a symptom of the dysfunction of the system which, depending on the situation and the company's strategy, may lead to changes in the offering and the production process so as to better satisfy customers or to change the real behavior of customers and improve the efficiency of the production system (Bancel-Charensol et al, 2011).…”

Section: Discussionmentioning

confidence: 99%

Forward - Why an International Journal for Youth Economy?

Lande¹,

Abramovici²

2017

J. Youth Eco.

1

0

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How the customer's role in the production process is conceived is a central question in services management that can be addressed through the perspective of human resources management (Bowen, 1986) or work analysis (Dujarier, 2008). The concept of customer deviance is then used to examine the role normally prescribed for the customer and situations where the normal process of coproduction fails (Tax et al., 2006).The aim of this communication is to present the initial findings of a study aiming to describe and reveal the customer's real role, the real work of front-office personnel and the comanagement of uncertainties frequently arising in the interaction process (Larson and Bowen, 1989) with the aim of improving the perceived quality of a specific service. Research design and methodologyThe topic addressed is automobile after-sales services, a strategic business for car manufacturers, both financially and in terms of marketing. The competitive environment in this sector has greatly changed recently due to its liberalization and the evolution of in-car technologies. Improvement in the perceived quality of the interaction between customers and the service provider during after-sales service has become a strategic issue that has in particular led to rethinking the professional training of receiving agents. It is a matter today of supporting them in redesigning this interaction so as to make it more efficient. For this reason we defend the idea that a more detailed understanding of what the customer really does in this situation is an essential first step. Results of the researchThe first stage should thus allow us to understand: the tasks assigned to the customer according to the organization's mechanisms and the technical mechanisms defined by the manufacturer;

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Les institutions académiques face aux comportements déviants de leurs étudiants : le cas d'une business school française

Mchawrab¹,

Rouquet²,

Suquet³

2014

Annales Des Mines - Gérer Et Comprendre

0

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Dans cet article, nous nous intéresserons à certains comportements déviants chez des étudiants. Notre article adoptera le point de vue des institutions académiques et visera à mieux conceptualiser la manière dont celles-ci peuvent faire face à de tels comportements. À partir de l’étude du processus de la réalisation de mémoires de fin d’études au sein d’une business school française, nous proposerons trois apports. Premièrement, nous montrerons l’ampleur et la diversité des comportements déviants qu’une institution académique doit affronter. Deuxièmement, nous introduirons une typologie des réponses qu’une institution peut apporter en réaction à ces comportements. Enfin, troisièmement, nous soulignerons plusieurs enjeux organisationnels importants qui doivent être pris en compte par une institution académique si elle veut développer un véritable pilotage des comportements déviants des étudiants, en mettant en évidence le dilemme que représente pour ce type d’institution sa réaction aux déviances.

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Le pilotage de la relation de service entre régulation des comportements et satisfaction du client

Cited by 5 publications

References 12 publications

Customer participation and the performance of the production process: the case of automobile after-sales service

Customer participation and the performance of the production process: the case of automobile after-sales service

Forward - Why an International Journal for Youth Economy?

Les institutions académiques face aux comportements déviants de leurs étudiants : le cas d'une business school française

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