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| Author: | Bafoil, F. Monnet, J. C. |
| Title: | "Valeur service" et realite d'une culture d'atelier. |
| Journal: | Revue Francaise de Gestion
1989 : JAN-FEB, 72, p. 81-87 |
| Index terms: | CORPORATE CULTURE AFTER-SALES SERVICE FRANCE CARS CONSUMER SATISFACTION |
| Language: | fre |
| Abstract: | The organisation of after-sales service of a car manufacturer and the reactions of actors to the evolutions in this sector (technological changes, organizations, professions, functions) are analysed. Those causes are highlighted which partially hinder bringing into effect common values in a workshop. In the automobile market the pressure of growing competitions necessitates gaining the fidelity of customers. The identification process going toward the encouragement of the value of service implies the revision of tasks required by every employee group. |
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