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Du leadership spirituel aux commentaires des clients
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ISBN10: 6207994647
ISBN13: 9786207994649
Publisher: Editions Notre Savoir
Published: Aug 28 2024
Pages: 104
Weight: 0.36
Height: 0.25 Width: 6.00 Depth: 9.00
Language: French
ISBN13: 9786207994649
Publisher: Editions Notre Savoir
Published: Aug 28 2024
Pages: 104
Weight: 0.36
Height: 0.25 Width: 6.00 Depth: 9.00
Language: French
Dans le secteur des services, l'influence d'une entreprise sur la qualité du service fourni aux clients externes dépend de sa capacité à maintenir un degré de satisfaction plus élevé parmi ses clients internes, ou son personnel. Une qualité de service externe supérieure résulte en fin de compte d'une qualité de service interne supérieure. Le leadership spirituel et la qualité du service interne influencent les avis et les perceptions des clients en façonnant le comportement des employés, en garantissant une prestation de service cohérente et en encourageant une culture centrée sur le client. Les avis de clients en ligne sont considérés comme du bouche-à -oreille électronique (eWOM) pour découvrir les sentiments, les opinions, les attitudes, les besoins et les désirs des clients, ainsi que leurs émotions à l'égard des performances de l'entreprise. Ils constituent une grande partie des sources d'information dans la prise de décision des clients potentiels. Ce livre propose un examen complet de la manière dont le leadership spirituel et les évaluations des clients peuvent améliorer de manière synergique la qualité du service dans les industries de services. Il offre des perspectives théoriques et des conseils pratiques aux universitaires, aux praticiens et aux dirigeants désireux de favoriser une approche holistique d'un service d'excellence.
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