July 2011
Intermediate to advanced
370 pages
6h 10m
French
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Chapitre 5Modèle des écarts de la qualité de service
HISTORIQUE
En 1985, Parasuraman, Zeithaml et Berry ont défini le modèle le plus reconnu pour l’évaluation de la qualité du service et de la satisfaction de la clientèle. Ils l’ont appelé le modèle des écarts de la qualité de service.
DÉFINITION
Ce modèle est utilisé pour la gestion de la qualité, le management stratégique et opérationnel.
Modèle de la qualité
Service attendu
Service attendu de la part du client, il s’agit d’une attente mesurable : fonction de la différence entre les attentes du client et sa perception du service offert. La satisfaction du client est plus grande lorsqu’il perçoit qu’on lui offre un bon service, quand ses attentes sont compatibles avec le service que l’organisation ...
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I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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