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RELATIONSHIP MARKETING OF SERVICES: AN ANALYSIS OF SERVICE QUALITY AND SERVICE ENCOUNTERS THROUGH RELATIONAL NORMS -A DYADIC APPROACH BETWEEN BANK ACCOUNT MANAGERS AND SMES -

Prim-Allaz, Isabelle - HAL - 1999

The combined pressures of desintermediation, deregulation, and industrial restructuring have helped to redefine the nature and importance of bank-client relationships (Schell, 1996). Directors or treasurers of companies often recognize that their relationship is with the bank account manager,...

Persistent link: https://www.econbiz.de/10008790421

Higher Education Teachers e-skills and the Innovation Process

Youssef, Adel Ben; Youssef, Hamida Ben; Dahmani, Mounir - HAL - 2013

he purpose of this paper is to explore the relationship between the use of ICT, the accumulation of e-skills and innovation capacities of teachers. A Web questionnaire was designed in order to examine the e-skills and the daily practices of vocational high-school teachers in Tunisia. The results...

Persistent link: https://www.econbiz.de/10010736420

Does Customer Satisfaction lead to Accurate Earnings Forecasts?

Casta, Jean-François; Ramond, Olivier; Ngobo, Paul-Valentin - HAL - 2009

This paper examines the usefulness of customer satisfaction to analysts when preparing their earnings forecasts. We draw on theory in marketing to predict how customer satisfaction should be associated with earnings forecasts and forecast errors. We assembled a dataset of companies studied in...

Persistent link: https://www.econbiz.de/10010535374

Optimizing the date of an upgrading investment in a data network

Morlot, Frédéric; Fourestié, Benoît; Elayoubi, … - HAL - 2007

Due to the introduction of new services, the volume of data transferred in mobile networks is rapidly growing and operators periodically face the necessity to upgrade their network. Such upgrades allow them to increase the capacity and provide adequate Quality of Service (QoS). In this paper we...

Persistent link: https://www.econbiz.de/10009323275

Comment optimiser l'achat de transport à valeur ajoutée ? Le cas de Roche Diagnostics France

Fanget, Coralie - HAL - 2013

Une entreprise qui fonde sa stratégie sur la différenciation par le haut se doit de respecter un certain nombre d'engagements permettant de légitimer sa position. En effet, sur un marché concurrentiel, un positionnement haut de gamme doit pouvoir se justifier aux yeux des clients par une...

Persistent link: https://www.econbiz.de/10010898934

Is customer satisfaction a relevant metric for financial analysts?

Ngobo, Paul-Valentin; Casta, Jean-François; Ramond, Olivier - HAL - 2012

This study examines the effects of customer satisfaction on analysts' earnings forecast errors. Based on a sample of analysts following companies measured by the American Customer Satisfaction Index (ACSI), we find that customer satisfaction reduces earnings forecast errors. However, analysts...

Persistent link: https://www.econbiz.de/10010899211

The Shareholders Confidence and Effectiveness of the Joint Auditors: Empirical Validation in the French Context

Benali, Abdelhakim - HAL - 2013

governance on the shareholders' confidence. We are trying to explore the relationship between its different variables in the … committees and the boards of directors and the asset efficiency and the confidence of the shareholders of the counterpart. On the … companies seem to have a negative and significant effect on the shareholders' confidence. …

Persistent link: https://www.econbiz.de/10010885293

Do Women Prefer a Co-operative Work Environment?

Kuhn, Peter; Villeval, Marie Claire - HAL - 2011

the observed patterns in the team-entry gender gap: (1) a gender gap in confidence in others (i.e. women are less …

Persistent link: https://www.econbiz.de/10009325706

Entre gouvernance et leadership : la palabre et le chef

Arnal, Juliette; Galavielle, Jean-Pierre - HAL - 2004

La question du champ couvert par la gouvernance d'entreprise n'est pas définitivement tranchée pas plus que ne l'est celle de la limite entre gouvernance et leadership. La question se pose donc bien de savoir ce que l'on entend par gouvernance aujourd'hui. Serait-elle à opposer à cet autre...

Persistent link: https://www.econbiz.de/10010750541

Education, redistributive taxation and confidence

Konrad, Kai A.; Spadaro, Amadéo - HAL - 2005

We consider redistributional taxation between people with and without human capital if education is endogenous and if individuals differ in their perceptions about own ability. Those who see their ability as low like redistributive taxation because of the transfers it generates. Those who see...

Persistent link: https://www.econbiz.de/10010751039