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Analyser la relation client dans les services en réseaux. Quelques hypothèses autour d'une grille de lecture à trois niveaux.

François-Mathieu Poupeau 1
1 Réseaux, Institutions, Territoires (RIT)
LATTS - Laboratoire Techniques, Territoires et Sociétés
Abstract : Analysing the service relationship in network services: a few assumptions based on a three-level framework. Among the most frequent criticisms of network operators is the quality of the service relationship. Disconnections, breakdowns, decreasing supply quality, billing complaints, difficulties in obtaining personalised advice or help... : customer problems have not necessarily decreased with liberalisation. They lead to sometimes numerous exchanges with operators, for better (a free, quick and personalised solution) or for worse (long call times, additional costs, standardised replies, endless administrative procedures...). Using a threefold analytical framework, the author argues that, in these situations, the capacity of customers to make themselves heard is highly variable and depends on: (1) the strategy of service quality pursued by the operator, (2) the degree of organizational complexity between back and front offices created by the reforms, (3) the inclination for operators to rationalise tasks and processes in their customer services. Based on recent research, this analytical framework leads the author to posit an increasing 'rigidification' of the chain processing customer problems, as operators seem less capable than before to deal with individual and complex requests.
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https://halshs.archives-ouvertes.fr/halshs-00651078
Contributor : François-Mathieu Poupeau <>
Submitted on : Monday, December 12, 2011 - 5:29:07 PM
Last modification on : Wednesday, February 26, 2020 - 7:06:17 PM

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  • HAL Id : halshs-00651078, version 1

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François-Mathieu Poupeau. Analyser la relation client dans les services en réseaux. Quelques hypothèses autour d'une grille de lecture à trois niveaux.. Flux - Cahiers scientifiques internationaux Réseaux et territoires, Metropolis / Université Paris-Est Marne la Vallée 2011, pp.42-52. ⟨halshs-00651078⟩

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