The increasing importance of relational marketing in the service sector as underlined by several authors and particularly by Berry (1983) culminates in a new marketing orientation toward internal marketing, even suggesting a significant impact of the latter on service quality perception. Several...

In order to improve the quality of service co-production, both academics and managers have pointed out the pivotal role of front-line employees (FLEs) in improving the service experience. Few studies, however, have simultaneously examined the quality perceptions of each group. Do FLEs perceive...

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,...

The quality process is a fashionable concept in public transport. Operators try to improve service quality and customer satisfaction, while public authorities impose the implementation of new quality processes in franchise contracts. EFQM differs from other quality models because of its global...

This paper introduces a methodology whose aim is to evaluate how the quality of a freight distribution service with time windows, which operates on a given road network to satisfy a number of requests, affects the total cost of the distribution service . The result of a service quality setting,...

La théorie de la concurrence monopolistique, qui fut développée au cours des années 20 et 30 par Sraffa, Robinson et Chamberlin, permit aux économistes de s'intéresser plus particulièrement aux théories de la firme et de remettre en cause les raisonnements en termes de marché et...

Le développement des territoires est un processus multidimensionnel qui met en jeu la confrontation de préférences individuelles ou collectives quant à l'allocation des ressources territoriales (sols, espaces naturels, ressources naturelles) à des usages alternatifs. Nous analysons les...