(VF)L’objet de cet article est d’explorer, dans une perspective clinique, les mécanismes organisationnels qui favorisent le déni du travail, à partir de l’exemple de deux démarches qualité qui ont été déployées à la SNCF dans le domaine de la relation de service. Les normes de...

In the contemporary era it is impossible not to observe the presence of marketing elements in all social segments and its activities. As marketing is a philosophy of universal principals, it could be applied in all areas including the service sector, although with certain modifications. An...

Service encounters are the focal point of a customer’s perception of a service in terms of its quality, value and customer satisfaction. The paper researches the influence of the components of a service encounter on customer satisfaction. Among several factors that determine customer...

This study identifies some of the critical service encounters that the outpatients undergo in a health care facility and investigates whether the service encounter related process quality as perceived by the patients leads to patient satisfaction, repeat visit, and recommendation intentions....

Service quality has become an important and strategic variable as companies attempt to satisfy and retain present customers. It was also useful in attracting new customers as they compete effectively in the market place. However, due to the characteristics of services, it makes consistent...

The study of relationship management and lifelong learning is a subject of current interest for marketing academics and researchers. But relationship management has not been studied enough in the lifelong learning context (Henning et al., 2001; Helgesen and Nesset, 2007). In light of the fact that...