Management des services. : Conception, production et évaluation de la performance des services.

Abstract : How to design and sell a service when customers ignore their needs? How to further involve the customer to reduce costs without letting them do something wrong? How to encourage listening to customers when the line gets longer? How to “reenchant the experience” of a raging customer to turn him or her into a loyal client? How to convince customers that a service they will experience later is highly valuable? How to assess the performance of services, which impact not only the immediate customer but also the social life? All these questions concern managers of services and find answers in this book drawing upon examples and detailed case studies. It deals with three main issues of service management: designing, producing and assessing the performance of a service activity. The whole value chain is studied throughout the book, providing a thorough analysis of service management. Each issue is illustrated with cases showing what solutions have been provided to manage the different situations. The book relies on several disciplines: marketing, production and quality management, human resource management and management control.
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https://hal-upec-upem.archives-ouvertes.fr/hal-01214791
Contributor : Sylvie Chevrier <>
Submitted on : Tuesday, October 13, 2015 - 9:54:18 AM
Last modification on : Friday, October 4, 2019 - 1:23:04 AM

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Sylvie Chevrier, Marianne Abramovici, Muriel Jougleux. Management des services. : Conception, production et évaluation de la performance des services.. France. Presses universitaires de Grenoble, 2015, 9782706124211. ⟨hal-01214791⟩

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