Figures du client, figures du prestataire

Pascal Ughetto 1
1 Technique Innovation et Organisation (TIO)
LATTS - Laboratoire Techniques, Territoires et Sociétés
Abstract : An increasing number of companies are now developing a focus on client. However, such a focus rests on a representation of the customer, of his expectations, of his behaviour, and so on. Mediators can intervene in the construction of such a representation. Based on the study of the professional press in the banking sector, the paper deals with this work consisting of elaborating the client's figure for the management. The purpose is to show that this work implies the construction of a figure of the professional likely to give satisfaction to the customer, that is to say a representation of the service provider ideally sought.
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Pascal Ughetto. Figures du client, figures du prestataire. Sciences de la Société, Presses universitaires du Midi, 2002, pp.99-113. ⟨halshs-00338387⟩

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