La Qualité de service : un nouvel enjeu pour fidéliser le client

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<title>Qualité de service</title>
<subTitle>: un nouvel enjeu pour fidéliser le client</subTitle>
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<abstract displayLabel="Summary">Modes de relation avec l'assureur -- La mesure de la satisfaction de la clientèle aux AGF -- Conception stratégique d'AMEV pour les services financiers (Pays-Bas) -- Positionner l'entreprise par le service et la qualité (BV, Autriche) -- Etats-Unis: un marché orienté vers le client -- La qualité, une stratégie des années 90 (Prudential) -- Des actions concretes pour ameliorer le service au client (Massachusetts Mutual Life Insurance) -- La qualité n'est plus en option (Travelers) -- Pour ou contre les centres de service?.</abstract>
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