{"id":394441,"date":"2024-04-29T15:36:51","date_gmt":"2024-04-29T13:36:51","guid":{"rendered":"https:\/\/www.igr.univ-rennes.fr\/?p=394441"},"modified":"2024-05-02T16:48:13","modified_gmt":"2024-05-02T14:48:13","slug":"quand-le-personnel-de-vente-perturbe-le-traitement-des-reclamations","status":"publish","type":"post","link":"https:\/\/www.igr.univ-rennes.fr\/fr\/quand-le-personnel-de-vente-perturbe-le-traitement-des-reclamations\/","title":{"rendered":"\u00ab Quand le personnel de vente perturbe le traitement des r\u00e9clamations \u00bb"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"394441\" class=\"elementor elementor-394441\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-fc072ea elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"fc072ea\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-0f6d664\" data-id=\"0f6d664\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-512aa76 elementor-widget elementor-widget-text-editor\" data-id=\"512aa76\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><a href=\"https:\/\/www.igr.univ-rennes.fr\/fr\/enseignant\/fanny-reniou\/\" target=\"_blank\" rel=\"noopener\">Fanny Reniou<\/a>, Ma\u00eetre de Conf\u00e9rences HDR en marketing \u00e0 l&rsquo;IGR-IAE Rennes, a publi\u00e9 un article dans la <strong>Revue fran\u00e7aise de gestion<\/strong> en 2023, avec <a href=\"https:\/\/neoma-bs.fr\/professeurs\/subramanian-dilip\/\" target=\"_blank\" rel=\"noopener\">Dilip Subramanian<\/a>, Professeur \u00e0 <a href=\"https:\/\/neoma-bs.fr\/\" target=\"_blank\" rel=\"noopener\">Neoma Business School<\/a>.<\/p><p>S\u2019appuyant sur une \u00e9tude qualitative avec des employ\u00e9s de banque, et \u00e0 travers l\u2019\u00e9clairage de la th\u00e9orie des r\u00f4les, cette recherche identifie des <strong>r\u00f4les d\u00e9viants du personnel de vente en front-office (PVFO) dans la gestion des r\u00e9clamations<\/strong> : la r\u00e9tention, la d\u00e9n\u00e9gation-rel\u00e9gation et la d\u00e9simplication. Ces r\u00f4les constituent des strat\u00e9gies d\u2019ajustement pour g\u00e9rer des tensions personnelles et sont la manifestation d\u2019un pouvoir d\u2019agir face aux \u00e9quipes et au client. La recherche, \u00e0 la fronti\u00e8re du marketing et des ressources humaines, propose des recommandations manag\u00e9riales visant \u00e0 limiter les r\u00f4les d\u00e9viants du PVFO qui nuit au travail des autres personnels.<\/p><p>\u00ab\u00a0<em>Comment peut-on imaginer que le personnel de vente puisse perturber le traitement des r\u00e9clamations clients dans leur entreprise ? C\u2019est la question que nous avons souhait\u00e9 instruire dans un article de recherche publi\u00e9 dans la Revue fran\u00e7aise de gestion. En effet, du fait des possibilit\u00e9s multicanal qui sont offertes aux clients pour d\u00e9poser leur r\u00e9clamation, ces derniers peuvent avoir affaire \u00e0 2 types de personnel :<\/em><\/p><ul><li><em>d\u2019une part, les personnels d\u00e9di\u00e9s \u00e0 la gestion des r\u00e9clamations, dans les services clients des entreprises, que nous avons appel\u00e9 les \u00absp\u00e9cialistes\u00a0<\/em><\/li><li><em>d\u2019autre part, les personnels non d\u00e9di\u00e9s ou non sp\u00e9cialistes c\u2019est-\u00e0-dire les personnels de vente en front-office, sur le terrain, dans les magasins ou agences. [&#8230;]<\/em>\u00ab\u00a0<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-936ec6e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"936ec6e\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-509fcdc\" data-id=\"509fcdc\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c32b9b7 elementor-widget elementor-widget-text-editor\" data-id=\"c32b9b7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>L\u2019article complet et la vid\u00e9o sont \u00e0 retrouver ici :<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-bc56d40 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"bc56d40\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2d2b8f0\" data-id=\"2d2b8f0\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-810d8ae elementor-align-center elementor-widget elementor-widget-button\" data-id=\"810d8ae\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/www.cairn.info\/revue-francaise-de-gestion-2023-4-page-31.htm\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Lire l'article<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-42e42fb elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"42e42fb\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a0ebb3f\" data-id=\"a0ebb3f\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-449480e elementor-widget elementor-widget-video\" data-id=\"449480e\" data-element_type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/youtu.be\\\/NI0_Pd_hFC8?si=KAoIMqXNhjlac-WK&quot;,&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Article publi\u00e9 dans la Revue fran\u00e7aise de gestion en 2023, par Fanny Reniou, Ma\u00eetre de Conf\u00e9rences \u00e0 l&rsquo;IGR-IAE Rennes avec Dilip Subramanian, Professeur \u00e0 Neoma Business School<\/p>\n","protected":false},"author":11,"featured_media":394487,"comment_status":"closed","ping_status":"closed","sticky":true,"template":"","format":"standard","meta":{"footnotes":""},"categories":[66],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.1 - 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