Dissertations / Theses on the topic 'Fidélisation de la clientèle'
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Adam, Christine. "Quality-mix et fidélisation des prescripteurs." Bordeaux 2, 1994. http://www.theses.fr/1994BOR2P055.
Full textBennour, Rajaa. "La stratégie relationnelle comme moyen de fidélisation : une application aux relations banques-clientèle étudiante." Nice, 2007. http://www.theses.fr/2007NICE0014.
Full textOn saturated and very competing markets, the problem of the development of consumer loyalty of the customers becomes the concern of all the companies. This research consists in leading to a better understanding and an enrichement of the process of loyalty in the banking environment. It also contributes to the determination of the means which make it possible to support the loyalty of the banking customers while holding account of its expectations. We could confirm a rather significant number of assumptions using the methods of the structural equations. The results show in particular the importance of a mediating variable “commitment” for the development of an emotional and durable relation. This research puts also ahead the interest of the installation of an effective relational strategy
Elommal, Najoua. "Les normes de la relation de MACNEIL et la satisfation globale du client : application au secteur bancaire français." Paris 9, 2006. https://portail.bu.dauphine.fr/fileviewer/index.php?doc=2006PA090055.
Full textMacneil, jurist has identified the norms (transactional and relational) that are supposed to govern the relations of exchange. According to this author, a relation established on these norms could prove to be profitable and consequently satisfactory. The aim of this research is to study the link between the relation’s evaluation based on the norms and the global satisfaction of a particular customer with respect to his main financial institution. The implementation of our problematic has required the adoption of a process with 8 stages which associates qualitative (39 interviews with bank customers) and quantitative (256 questionnaires) studies. This process allowed the development of scales of measurements on the norms in the context B to C as well as the test of the 19 hypothesis of our study. With the help of an empirical process based on the method of structural equations (in particular the analysis multi-group), we demonstrate that the relation’s norms constitute real levers of total satisfaction. Moreover total satisfaction plays a mediator role in the link “norms - behavioral intentions”. The results also highlighted the moderating role of the relation’s age in the link “norms - total satisfaction”, contrary to the relational orientation
Dewolf, Hugues. "La fidelisation de la clientele." Clermont-Ferrand 1, 1994. http://www.theses.fr/1994CLF10150.
Full textToday, it is essential for a seller, supplier or manufacter to increase the fidelity of his economical partners. To do so, he often turns to very restrictive methods that bind his buyers or retailers. French and european consumer protection laws or regulations appear sometimes like an obstacle to sellers activity, sometimes like a tool for suppliers to gain the fidelity of their customers. Professional or not. The first goal of a vendor is to come up to his buyers' expectations. Thus, sellers usually offer express or implied commercial warranties and very efficient after-sale services. In the same way, they may reward their customers fidelity by granting them attractive price and easy terms. Because of some restrictive legal rules, the customers fidelity is often forced. Some contracts, which generate firm obligations but have a spread-out performance (subscription contracts), result in binding customers. In the particular field of production and distribution of a consumer product, contracts between suppliers manufacters and retailers are often more restrictive. They generally contain various clauses that contribute to the maintenance of a privileged relation. Those clauses, for example, can fix the resale price and the quantity of good to be purchased. Above all, they often restrict the freedom of retailers to deal with another supplier
Hichri, Melik. "Contribution à l'étude des déterminants des comportements relationnels des clients : une application aux relations clients-opérateurs du téléphone mobile." Nice, 2006. http://www.theses.fr/2006NICE0031.
Full textToday in relationship marketing researches, several scholars recognize the importance of understanding the customers' motivations for building relationships with companies. In order to improve strategies of consumer loyalty, this research investigates the determining factors of customers' relational behaviours, which are considered as criteria of successful relationship marketing strategies according to the customers point of view. Two approaches were used in this research: “the relational benefits approach” and “the relationship quality approach”. This enables us to build a model which explains the different links between relational benefits, relationship quality and relational behaviours. We tested the model in the French mobile cellular telecommunications market through qualitative and quantitative approaches. The results of this study validated the majority of our hypotheses
Mars, Marie-Catherine. "L' influence du design du lieu de services sur les évaluations, la valorisation de l'offre et la fidèlité du Consommateur : application au cas de l'hôtellerie." Nice, 2008. http://www.theses.fr/2008NICE0008.
Full textThe object of this thesis is to study the influence of the atmospheric design of the servicescape on the hotel perceived value and on the consumer's trust and loyalty towards the service provider. The central postulate is that the perception of the physical, ambient and social components of the environment could direct or even modify that of the place. Given the variety of associations they stimulate, the variables related to the environment could help the consumer to perceive and interpret the servicescape in a specific direction wished by the marketer. The experimentation consisted in manipulating three situations of visual and social design and four sound situations (three musical situations and a silent situation) to show that each contributes to distinct emotional and cognitive responses, which lead to various types of value, trust and loyalty. The results of one qualitative study conducted on 32 consumers of the studied categories and those of a quantitative study conducted on 480 students confirm the relevance of this thesis, showing the power of the environment components in influencing the emotional and cognitive reactions and in supporting distinct valuations, trust and behavioural intentions. They underline the supremacy of the visual sense upon the other environmental components and give evidence of the strength of the hedonic component of consumer value on global perceived value. Finally, they stand for the existence of an indirect model of consumer loyalty. As a conclusion, our results plead for a relevant and reasoned use of the servicescape in the design of a commercial offer and in the setting of a positioning strategy
Rochette, Corinne. "L'étude de la convergence entre l'orientation client et le marketing relationnel." Paris 1, 2005. http://www.theses.fr/2005PA010071.
Full textHeni, Amira. "Internet et la fidélisation de la clientèle bancaire : étude du passage de la relation B2C de personne à personne à la relation B2C virtuelle." Thesis, Université Laval, 2007. http://www.theses.ulaval.ca/2007/25020/25020.pdf.
Full textIlama, Mombot-Nguimbi Adèle. "Nature et efficacité des stratégies de reconquête du consommateur : le winback : une application au secteur de la distribution des cosmétiques." Bordeaux 4, 2010. http://www.theses.fr/2010BOR40034.
Full textFor academics, the main focus of Customer relationship management (CRM) has been retention. Winback strategies, an important part of CRM, a process to reinitiate relationships with customers who have explicitly defected, have been largely ignored. This thesis aims at defining and understanding the nature of the efficiency factors of winback strategies; winback will be considered here as a process with four steps: analysis, action, management of action and measurement of effects in time. The main hypothesis lies in the fact that when taking into account the behaviour of previous purchase, it improves the effectiveness of winning back strategies and, at the same time, winback modifies the behaviour of later purchase for the long run. The planned behaviour theory and the expected utility model were used as theoretical frameworks. Starting from a data base customers distributor, in the sector of the distribution of cosmetics, three campaigns winback were analyzed. A longitudinal study enabled us to examine the purchasing behaviour before dormancy and the post winback behaviour. The results indicate that the frequency of previous purchase, the age of customers and the amount of the last purchases explain the effectiveness of winback and that winback influences the behaviour of purchase of the regained customers. Practitioners have to carry out a preliminary phase of analysis about the defection or dormancy of customers. This allows qualifying the lost customers, identifying the customers at risk, and improving strategies of retention and internal process
Temessek-Behi, Azza. "L'influence de l’environnement physique et des interactions sociales sur la fidélité lors d'une rencontre de service : application au cas de l’hôtellerie de tourisme." Chambéry, 2008. http://www.theses.fr/2008CHAML051.
Full textThe study of loyalty in service context required a reconsideration of its manifestation and its determinant factors. The aim of this thesis is to examine the role of two strategic service encounter dimensions (physical environment and customer-contact employee) in building consumer loyalty. The advanced conceptual framework encompasses the causal relationships between perceived physical environment, perceived relationship with customer-contact employee, perceived service quality, satisfaction and loyalty. From this perspective, loyalty is presented as a dynamic process resulting from a global evaluative judgement (overall perceived quality and overall satisfaction) on the review of physical environment and relationship (with the staff in contact) evaluation. This research is conducted in a little-considered field, the hotel industry. Results from the survey, show the contribution of the physical environment and social interactions with staff in contact in the causal chain : quality-satisfaction-loyalty. Four key lessons are learned from those results. (1) The physical environment of service and relationship factors are the main determinant factors of perceived service quality; (2) In hotel service, satisfaction leads to a strong repatronage intentions; (3) The effects of relational factors and physical environment on consumer responses depends on several moderator factors (individual and situational factors) and (4) loyalty is a dynamic process resulting from an assessment on the basis of the physical and relational dimensions of service encounter. The results will advocate the use of the physical environment and relationship factors as strategic tools to shape the perception of service quality, satisfaction and consumer loyalty to the service provider
Moussa, M'hiri Sonia. "Les facteurs explicatifs d'une approche relationnelle banque entreprise : étude de cas en Tunisie." Lyon 3, 2006. http://www.theses.fr/2006LYO33002.
Full textThe bank-Firm relationships are in the heart of multiple interrogations and deep questioning. The new national, international regulations and the awaited evolutions push the banks to significant changes in their client relationships management strategies. This new environment characterized by an increasingly difficult competition, demand and less faithful customers requires a full review of the used methodologies and practices. In such environment, not only the risks but also opportunities are numerous. In the opposite of a transactional approach based on the continuous search for new customers, the relational approach recommends a customer relation management strategy based on the development of a long-term relation which allows banks to build and entertain a more stable relation with their clients. However, contrary to the literature and some studies made in the developed countries, the relational approach is subject to a little interest in the emergent countries such as Tunisia: Why? And what are the factors that may help to establish a relational approach between banks and firms? The objective of this thesis is to discover the explanatory factors of a bank-firm relational approach in the context of an emergent country by analysing the practices on a sample of Tunisian banks and companies. We approached this subject in two steps: First, a qualitative analysis which enabled us to apprehend the relation between banks and firms and to better prepare the second step; a quantitative analysis which enabled us to understand the determining factors for the establishment of such relational strategy in the Tunisian financial place. The results show that satisfaction, confidence, engagement and duration, constitute the main components of a relational approach. A significant number of factors can have an impact on this approach, mainly the characteristics of companies and banks and their level of competition. However, the results obtained from our quantitative analysis carried out on banks, although similar in certain levels, are sometimes different from those obtained from the study conducted on the firms. The observations drawn from our analysis allowed the development of some strategic recommendations and management approaches in order to adopt a relational approach within the Tunisian banks
Binninger, Anne-Sophie. "Marques de l'enseigne et carte de fidélité : analyse des contributions à la relation client dans la grande distribution." Lille 1, 2004. https://pepite-depot.univ-lille.fr/LIBRE/Th_Num/2004/50374-2004-1.pdf.
Full textC'est donc en agissant sur un meilleur niveau de satisfaction des clients, que ces deux éléments contribuent à améliorer la fidélité à l'enseigne. Les analyses statuent aussi sur les effets différenciés de chaque catégorie de marques propres identifiée, et sur une relation non continue entre la satisfaction et la fidélité déclarée à l'égard de chacune. L'importance du développement d'une fidélité à la marque propre est clairement démontrée. I1 apparaît aussi que l'amélioration de la satisfaction à l'égard de la carte de fidélité, encore non prise en compte dans les recherches, maximise son potentiel relationnel pour l'enseigne. Plusieurs dimensions psychologiques identifiées améliorent directement ces relations. La recherche conclut sur la nécessité de construire les offres en utilisant des approches segmentées selon les dimensions mises à jour, et qui vont permettre d'améliorer le potentiel relationnel des marques propres et de la carte de fidélité pour l'enseigne
Caigny, Arno de. "Innovation in customer scoring for the financial services industry." Thesis, Lille, 2019. http://www.theses.fr/2019LIL1A011.
Full textThis dissertation improves customer scoring. Customer scoring is important for companies in their decision making processes because it helps to solve key managerial issues such as the decision of which customers to target for a marketing campaign or the assessment of customer that are likely to leave the company. The research in this dissertation makes several contributions in three areas of the customer scoring literature. First, new sources of data are used to score customers. Second, methodology to go from data to decisions is improved. Third, customer life event prediction is proposed as a new application of customer scoring
Tran, Xuan Quynh. "Le rôle de l’environnement des services et de l'interaction sociale sur l'expérience des clients et des employés dans le cadre d’un café. Le cas du Vietnam." Thesis, Université Côte d'Azur, 2020. http://www.theses.fr/2020COAZ0009.
Full textVietnam is well-known all over the world with the coffee-consuming culture every day. This nation is a fully prospective market with millions of consumers. The foreign brands and domestic brands intensely compete to share the internal market. One of the efficient competition strategies is focusing on creating a pleasant experience for customers through an outstanding atmosphere and excellent service quality. Consequently, experiential marketing has attracted much interest from researchers in this industry. Abundant studies have been published in the near period to investigate the role of service environment and social interactions to customer behaviors. Nevertheless, there are several research gaps in this field. A significant lack of empirical works investigates the impacts of servicescape on customers’ perceived social interaction as a considerable example. The importance of social interactions in service establishments has been less explored, particularly customer-to-employee interaction and customer-to-customer interaction. The relationship between service experience, customer satisfaction and loyalty has been scarcely examined. Besides, very few studies have investigated service experience in the café environment. In another field, the influences of servicescape on its users (staff, service employees, contact personnel) have almost been ignored in previous publications. Consequently, there is a considerable research gap that concentrates on understanding the impacts of servicescape attributes on both experiences of customers and employees in the café setting. In order to fill in this gap, a survey study carried out at 185 coffee outlets with 1779 customers and 608 employees in the three largest cities in Vietnam through self-administered questionnaires. The structural model and hypotheses were tested through the PLS-SEM technique by Smartpls 3.0 application. The results denoted that the positive evaluation of customers towards the café servicescape is likely to foster the social interaction quality of customers with employees and other customers as well as increase the experience quality. Also, the findings signified that customers’ perceived social interactions (employees, other customers) are a critical determinant of experience quality in the café environment. Moreover, social interactions and service experiences considerably influence the development of customer satisfaction and loyalty to coffee establishments. Additionally, the results proved that the pleasant presence of tangible conditions in the café setting is likely to make employees achieve a better job experience, induce positive emotional experiences and foster social interaction quality. This study also found that the physical workspace, social interaction and emotional experience are the important antecedents of job experience quality in the café environment. Furthermore, it has been argued that employee inner emotion and job experience substantially determine the extent of employee satisfaction towards the current job. The findings revealed that the emotional states that employees experienced in their workspace is closely associated with the perception of customers about interaction quality with employees. Moreover, this study validated the causal interrelation between job satisfaction, service satisfaction and customer loyalty. This research provides several critical contributions for theoretical applications and managerial applications in the café industry. It also identifies some limitations in the current study and suggests some research directions in the future
Ayoubi, Latifa. "L'influence de la fidélité à la marque et de la fidélité au programme relationnel sur l'attitude des clients (cas des banques)." Thesis, Nice, 2016. http://www.theses.fr/2016NICE0009/document.
Full textThe purpose of this research is to improve understanding of building loyalty based on its object: the brand and loyalty program, by studying their antecedents and their effects on attitude. Research on the effectiveness of loyalty programs suggest the question if these programs improve loyalty to the brand or loyalty to the loyalty program (Bolton et al., 2000; Meyer-Waarden, 2007 and 2012 and Bijmolt et al. 2010). The study of the relative influence of the two types of loyalty to the attitude is done from the preference, intention and resistance. The methodology starts with a case study in the exploratory phase (interviews with experts), then continues with a qualitative study of members of these programs. The interaction between literature and the exploratory study has enriched the conceptual model with explanatory variables. Finally, it is based on a quantitative study with a sample of members to loyalty banking program (153 in the exploratory phase and 284 in confirmatory phase) via an access panel. The validation of the structural equation model (SEM) highlights the important role of brand loyalty in maintaining customer relations. The impact of brand loyalty on word-of-mouth is higher than that of the loyalty to loyalty program. Moreover, it has positive effects on the customer share-of-wallet as the loyalty intention, in contrast to loyalty to the loyalty program that has no effect on these two variables
Kornig, Cathel. "La fidélisation des intérimaires permanents : une stabiblité négociée." Paris, EHESS, 2003. http://www.theses.fr/2003EHES0070.
Full textTemporary work appeared in France in the 1950s and developed in an exponential manner. In its establishment in a French setting, this type of employment is characterized as the 'epitime of precariousness'. 'Temporary' workers compound instability with relation to work, to career and to employer. However, 20 % of temporary employees wish to remain in temporary employment. Why does this minority choose precariousness ? The analysis of the interaction between the strategies of employers and the working conditions of temporary employees highlights a differential management of interim employees. Two types coexist : mass intern employees and individualized interim employees. The interests of companies and permanent temporary employees forge a particular employment relationship which makes it possible to explain this choice by the interim employee and to reconsider the bond hitherto established between precariousness of employment and short term contracts
Renaud, Jean-Sébastien. "Validation du modèle de fidélisation du client de Oliver." Thesis, Université Laval, 2005. http://www.theses.ulaval.ca/2005/23215/23215.pdf.
Full textCustomer satisfaction, because it is thought to be a predictor of customer loyalty, is of capital importance for companies. However, even though scientific literature supports the existence of a relationship between these two variables, few models explain it. Hence, the aim of this study was to test Oliver’s customer loyalty model (1980, 1997), which explains the satisfaction-loyalty relationship using the theory of reasoned action (Fishbein & Ajzen, 1975). Our sample included students from both Laval University and University of Quebec at Rimouski. The measurement scales developed for this study had, in most cases, sound psychometric properties. Finally, results supported Oliver’s (1980, 1997) customer loyalty model. Indeed, our data showed a positive linear relationship between customer satisfaction and the attitude toward being loyal to the company, between this last variable and the intention to be loyal to the company and, in addition, between intention and loyalty.
Azmi, Elyas. "Le concept de clientèle en droit économique." Paris 9, 2010. https://portail.bu.dauphine.fr/fileviewer/index.php?doc=2010PA090054.
Full textIn a world of increasingly globalized, competition is the heart of the market economy. The illustration of this reality is certainly taken into account by professionals of the vital role played by the customer in developing their activities. But in this new framework, the market, they need to win customers increasingly volatile or hardly noticeable, and when the opportunity arises, try to limit access to competing solely in the interest of ensuring some future availability. So what about this protean customer ? What role assigned-you one ? Is it actually appropriated ? Is she is that exactly ? In all of these questions are many and often confusing, the study of the customer may seem like a daunting task as it is difficult to comprehend its meaning. It was therefore necessary to arrive at a clear answer as helpful and which can secure the support of the professional world
Yildiz, Hélène. "La permission de communiquer peut-elle favoriser la construction de relations d'échange durables ? : le cas de l'e-mail OPT-IN." Nancy 2, 2006. http://www.theses.fr/2006NAN22001.
Full textThe permission represents a new paradigm following excesses of the emails marketing. Often lived like a constraint by the firms, the permission is also presented like a positive phenomenon of the communication. According to Godin (2000), indeed, permission marketing would make it possible the firms which practice it, to overcome their customers more easily and develop loyalty at lower cost. The commercial messages accepted beforehand by the recipients, would collect their attention better, would cause their confidence and with beyond would consolidate the relation of exchange. Continuing the reflexion of the experts, we assign with this thesis two objectives. First to bring to the concept of permission the essential theoretical bases which are still lacking to it. Then to work out an explanatory model of the behavior of permission which makes it possible to include / understand its role in the construction of durable relations of exchanges. Our problems suggest regarding the behavior of permission as a double process of commitment, behavioral and attitudinal. In the behavior process, the conditions of realization of the preparatory behaviors which are required by the firm induce a durable commitment which in its turn determines the behavior of permission itself and the intention of customers loyalty. In the attitudinal process, it is on the contrary commitment attitudinal towards the applicant, who under the control of background psychological variables affects in the duration the behavior of permission and the intention of loyalty of the customers. The relevance of this theoretical framework was then empirically on three levels, starting from the data collected in experimentation with the daily newspaper "Le Républicain Lorrain". Within a purely static framework at the "t" moment, within a dynamic framework, of "t" to "t+1" and to "t+2", finally within a framework exploring the potential heterogeneity of the processes. The results all obtained go in the direction of the advanced assumptions, and validate thus temporarily a framework of analysis, being able to inspire by other work devoted to the engaging communication
Vallaud, Thierry, and Thierry Vallaud. "La rentabilité de la fidélisation du consommateur : 3 essais complémentaires." Phd thesis, Conservatoire national des arts et metiers - CNAM, 2013. http://tel.archives-ouvertes.fr/tel-00877355.
Full textMérot, Alain. "Les programmes de fidélisation hiérarchiques à l'épreuve de la rétrogradation." Thesis, Lyon 3, 2015. http://www.theses.fr/2015LYO30031.
Full textThis research focuses specifically on hierarchical programs (e.g. Gold, Silver). Literature empirically demonstrates the superiority of this kind of design ; they bring more consideration to customers who meet predefined spending level. However, if a customer falls short of the required spending level, firms have to downgrade him to a lower status and we know that demotion has negative effects on loyalty intentions. This research attempts to overcome this limitation by answering two questions : how to get the customer to maintain his/her status? and can we eliminate the negative effects of demotion ?The results of four experiments conducted with 965 people in two different sectors have shown that it is possible to encourage consumers to change their behavior to maintain their status using persuasive communication via (1) prevention strategies, (2) framing and (3) by taking into account effort intensity. Finally, the results show that it is possible to mitigate the effects of demotion but the tested strategies fail to completely eradicate their effects on willingness to pay, loyalty intentions and word of mouth
Vallaud, Thierry. "La rentabilité de la fidélisation du consommateur : 3 essais complémentaires." Thesis, Paris, CNAM, 2013. http://www.theses.fr/2013CNAM0873/document.
Full textIn this thesis based on works the author goes from two previous studies on the profitability of loyalty and customer potential determination to make a statement : part of the profitability of loyalty and of the potential for a brand is based on the reachable share of turnover done by the competition ; the catch rate.In this new work it is shown that the catch rate is based on the elasticity of the share of category requirement. From a review of the literature and several modeling on scanning panel data the author demonstrates on several markets that elasticity of the share of category requirement is limited and predictable.Then it’s in taking into account this small difference that a brand can estimate the “catchable” rate and therefore the profitability of loyalty and potential of a customer
Auguet, Yvan. "Concurrence et clientèle : contribution à l'étude critique du rôle des limitations de concurrence pour la protection de la clientèle." Perpignan, 1998. http://www.theses.fr/1998PERP0281.
Full textThe purpose of this thesis in private law is to demonstrate that the limitation on competition allows the protection of clientele but that this protection is not a sufficient justification for the use of any limitation on competition, which is itself justified by other necessities. This thesis shows that the degree of competition determines the stability of clientele. Exceptions to the principle of free competition are in themselves means allowing the protection of clientele. This protection favours the stability as well as the transfer of clientele. The author lays stress on the identity of definition of clientele, be the latter integrated in a business or not. Clientele takes shape in its relation to things or people. The limitation on competition gives a legal reality to this economic value and thus excludes clientele from the patrimonial sphere. The author examines the dual analysis of substantive law about the conventions that aim at transferring clientele. He is in favour of an equal system, in particular as far as the principle of non competition imposed on the former owner of clientele is concerned. This thesis also highlights the preponderance of competition over clientele. Free competition sets the limits of the protection of clientele. The sole pursuit of the protection of clientele does not justify that freedom of competition be undermined. This statement proves to be true whatever the origin of the limitation on competition is contractual, aquilian or +legal;. This last category shows how fragile competition remains and how necessary it is never to forget the principle of free competition
Tixador, Jean-Christophe. "Clientèle médicale et exercice en société des médecins." Phd thesis, Université d'Avignon, 2010. http://tel.archives-ouvertes.fr/tel-00594988.
Full textTurpin, Anthony Jean-Claude André. "Approche patrimoniale de la clientèle hospitalisée en clinique." Montpellier 1, 2007. http://www.theses.fr/2007MON10058.
Full textBourque, Ernest. "La clientèle du psychologue : aspects théoriques et juridiques." Thèse, Université du Québec à Trois-Rivières, 2011. http://depot-e.uqtr.ca/2047/1/030188006.pdf.
Full textEl, Euch Mariem. "La résistance des consommateurs à l'entrée dans les programmes de fidélisation." Thesis, Paris Est, 2011. http://www.theses.fr/2011PEST0052.
Full textThis research aims to understand consumer resistance against joining loyalty programs. It focuses in particular on the mechanisms underlying this resistance and its foundations. Building on the sociology of translation and the model of « Economies of Worth», two qualitative studies are conducted. The first is based on the observation of outlets complemented by interviews with staff and customers. It reconstructs the process of membership in the store, showing components that may justify consumer resistance against joining the loyalty programs The second conduct narrative interviews with twenty seven informants. It shows that respondents justify their resistance by issuing critics to « market» and « industrial» world. These criticisms come from the « domestic», « civic», « opinion» and « inspiration» world. These results build a conceptualization of consumer resistance against joining loyalty programs. It highlights two elements prior to the situation of influence: (1) regimes of justification and (2) market metacognition. It also shows that this resistance is moderated by individual characteristics
Crié, Dominique. "Les produits fidélisants dans la relation client - fournisseur : identification, analyse des effets et implications pour la prévision de l'évolution de la relation." Lille 1, 1999. https://pepite-depot.univ-lille.fr/LIBRE/Th_Num/1999/50374-1999-26.pdf.
Full textVanheems, Régine. "Analyse dynamique des transferts de clientèle dans les systèmes de distribution duale." Lille 1, 1995. http://www.theses.fr/1995LIL12017.
Full textNeglokpe, Adjevi Ern. "Détermination de la valeur accordée aux prestations automobiles par différents types de clientèle et influence de la commercialisation sur ces différents segments." Paris 9, 1987. https://portail.bu.dauphine.fr/fileviewer/index.php?doc=1987PA090083.
Full textThe aim of this thesis is to explain the differences in behavior of various categories of clientele regarding the performance of various car versions. A "structure index", or "attractivity index" was defined in order to describe their behavior, and also to attempt to characterize the performances of the various cars. However, the latter could only be drawn from opinions collected. The attractivity index describes, quite accurately, the cross data tables, but does not allow a model to be built of the structure of the tables (especially when dealing with weak characteristics). A three-dimensional reconstruction of the structure was necessary in order to explain the different behaviors. However, this poses the usual problem of relativity, which is linked to any data concerning opinions. The models thus constructed are, from a qualitative point of view, better. But, while the method used allows a description of the variables concerned, it does not allow the different behavior to be simulated. It was in order to overcome the problem of consistency that the idea of defining the "coefficients of valorisation" originated. So, another way in which to build a model of the different behaviors, would be to measure the degree of consistency between two structure tables. This method, based on collective opinions or technical characteristics of the vehicle, allows us to deduce the sensitivity of each customer segment. Thus the influence of commercial measures was abble to be studied. This coefficient, based on a statistical expression, is more stable in the long run, and allows us to describe the progression of behaviors. Thus structure and consistency allow a model of customer behavior to be constructed
Pellier, Alain. "La qualité des prestations bancaires à la clientèle particulière." Paris 9, 1998. https://portail.bu.dauphine.fr/fileviewer/index.php?doc=1998PA090010.
Full textSearch for quality in French retail banking is fueled by the nature of services delivered as well as drastic changes that hâve affected the market in recent years. Yet, the veiy meaning of quality remains unclear, and defining it contributes to a better understanding of how quality can be produced and sold in the financial sector. Both internai - ie banks- and extemal - ie clients’ - points of view on quality are analysed, with further development regarding pricing and strategies for renewing quality in retail banking
Tisserond, Julie. "Trois essais en microéconomie : rationalité limitée, procédures de choix et fidélisation client." Phd thesis, Ecole Polytechnique X, 2012. http://pastel.archives-ouvertes.fr/pastel-00847473.
Full textKövesi, Klára. "L'Influence des barrieres au changement sur la fidélité des clients : Une application aux services des télécommunications mobiles." Rennes 1, 2008. http://www.theses.fr/2008REN1G014.
Full textBrouillette, Amélie. "Exposition immersive : son effet sur l'implication et la fidélisation du visiteur de musée." Thèse, Université du Québec à Trois-Rivières, 2013. http://depot-e.uqtr.ca/6150/1/030426193.pdf.
Full textLacam, Jean-Patrice. "De la relation de clientèle au clientélisme : les théories revisitées." Bordeaux 1, 1993. http://www.theses.fr/1993BOR1D006.
Full textALL THE WORK THAT HAS BEEN PRODUCED SO FAR THROUGH THE SCIENTIFIC STUDY OF THE CLIENTELISTIC PHENOMENON REPRESENTS AN IMPORTANT AND HETEROGENEOUS WHOLE. OUR THESIS GOES OVER AGAIN A BIG PART OF THAT WORK AND OFFERS A CRITICAL REREADING IN ORDER TO MAKE IT MORE OPERATING FOR THE RESEARCHER IN HUMAN SCIENCES. THEREFORE, THE HYPETHESES, CONCEPTS TYPOLOGIES AND MODELS IN EXISTENCE ARE SELECTED, ORGANIZED, DISCUSSED, IMPROVED AND TRANSCENDED IF NECESSARY. OUR THESIS FALLS INTO TOWO MAIN PARTS. THE FIRST ONE DEALS with THE RELATION BETWEEN THE PATRON AND THE CLIENT : DEFINITION OF THAT RELATION; FUNDAMENTAL AND SECONDARY, DIMENSIONS; IDENTIFICATION AND ANALYSIS OF THE PARTENERS LOGICS. THE SECOND PART IS ABOUT CLIENTELISM : CULTURAL CONDITIONS, SOCIOHISTORICAL DYNAMICS; EFFECTS ON THE SOCIAL COHESION AND THE POLITICAL SYSTEM. OUR REFLECTION LAYS EMPHASIS ON THE FACT THAT FOR A BETTER COMPREHENSION OF THE CLIENTELISTIC PHENOMENON ON MUST HENCEFORTH HAVE IN MIND : 1) THE CONCEPTUAL DISTINCTION BETWEEN THE RELATION (PATRON CLIENT) AND THE MODE OF SOCIAL REGULATION (CLIENTELISM); 2) A DIFFERENT, I. E. A MORE POSITIVE REPRESENTATION OF THE ROLE OF THE CLIENT IN THE RELATION; 3) THE RECOGNITION OF THE CONFLICTUAL POTENTIALITIES OF CLIENTELISM
Gatulle, Pierre. "Mécénat, patronage et clientèle autour de Gaston d'Orléans (1608-1660)." Paris 10, 2009. http://www.theses.fr/2009PA100128.
Full textThis study seeks to describe the operations of the patronage of Prince Gaston d’Orléans within the networks linking him with his clientele. This social bonds involved fostered exchange based on gratitude and service, and contributed to constructing the figure of the Prince. His patronage produced, among others, court divertissements, ballets, plays, literary and musical works, various collections, scholarly exchange, as well as the development of the botanical garden within its surrounding architecture. In return, his patronage created the reputations and hence the social and professional identies of the beneficiaries, within a framework of friendship, favour, service and fidelity, with an acute awareness of the rank accorded to each individual. The Prince’s network in turn generated others centred on each beneficiary. The full complexity of a Prince’s clientele, which was built up during a long period of subversive plotting, can thus be revealed. Unlike his circle of favourites, the Prince’s clientele remained surprisingly constant : no one fell from favour, broke off relations with or was abandoned by him as a consequence of his rebellious enterprises. His clientele network, centring on his housewold, sometimes intermingled service due to the Prince and the King, simultaneously or separately. At the same time, many of the Prince’s protégés, through their contact with other spheres – aristocratic, scholarly or religious – in Paris, Blois or the Languedoc region, enriched their reputations by their association with controversial polemicists, e. G. The libertins. These complexities make for a new conception of Gaston d’Orléans and his political activities
Jahmane, Abderrahman. "La fidélisation des parties prenantes centrales (Actionnaires et Personnels) et leur impact sur la performance financière de l’entreprise." Thesis, Lille 1, 2012. http://www.theses.fr/2012LIL12011/document.
Full textIn a context of globalization, knowledge economy and innovative businesses and retaining stakeholders (PP) plants remains a reality and a requirement increasingly important to the performance. If shareholders expect a high return on their investment, employees place greater importance on maintaining employment, working conditions. This research tries to study a new perceptual phenomenon: the determinants of loyalty PP resources and their impact on financial performance (FP) of the company. Our goal is to propose an integrative model of the determinants of loyalty and personal investors. A qualitative analysis enabled us to identify and retain key determinants of loyalty investors. A review of the literature has built an explanatory model of personal loyalty. The idea was to identify scales that show the importance of each determinant to maintain these effects on PP and FP. The procedure developed in this research has led to many results satisfactory insofar econometric tests are positive and show that they are significant. If the different areas of choice have a positive influence on personal loyalty, they have a negative influence on the intention of quitting. This original intent has a negative effect on the PF unlike the loyalty of investors, which has a positive effect, given the observed determinants, using qualitative studies
Tournois, Laurent. "La création de valeur pour le client : proposition et test d'un modèle orienté marché." Paris, CNAM, 2007. http://www.theses.fr/2007CNAM0563.
Full textThe purpose of this research is to demonstrate the role of market orientation, perceived value and market performance in the context of customer value creation. This has been the subject of numerous conceptual discussions but to date few empirical findings have been advanced. Conceptualising customer value creation involves considering the contributions of four strands of literature: research into market-oriented strategies, into the consequences of market orientation, into how value is perceived by the customer from a dual perspective and into subjective market performance indicators. Customer value creation is conceptualised in the form of a series of relations between these variables, within the reference framework of integrated "market-oriented value creation" models. These models identify in particular the market mechanisms through which organisational performance passes, i. E. How market orientation influences perceived value, which in turn influences market performance. The main objective of this empirical research is to demonstrate how one organisational factor - market orientation - influences: first, the relationship between perceived customer value and a number of variables reflecting market performance, satisfaction, customer loyalty and corporate reputation; and, secondly, the average and aggregate perceived value and satisfaction scores. The research focuses on market orientation as evaluated by 146 managers of 54 corporate brands and the opinions of 425 consumers of the branded products that these companies market. The findings support the theory relating to correlation between market orientation, perceived value and market performance. Moreover they indicate how perceived value affects market performance. This corroborates the theory that a business that creates value which the consumer perceives to be superior will see improved market performance. Consequently, creating more customer value leads to better market performance
Garnier, Marion. "Fidélité à un site Internet : influence des dimensions de l'engagement et rôle modérateur de variables individuelles liées à Internet : application à un moteur de recherche." Grenoble 2, 2006. http://www.theses.fr/2006GRE21015.
Full textThe subject of loyalty is a prevalent topic in the marketing literature. The discussion is extended today to the virtual environment, because of the importance of loyalty for web sites, merchants or not merchants. However the literature on the subject is not really developed yet. This research work deals more precisely with the description and understanding of true loyalty towards an Internet site, by the mobilization of the theory of the four phases of loyalty by Oliver (1996), seducing theory but little studied in-depth, and in which some ambiguities require a thorough study. This theory is associated with the theory of two-dimension commitment, complex concept and still little studied in the Internet context. Individual variables related to Internet are introduced in the research model, in order to understand their moderating effects on the relation between commitment and loyalty : expertise on Internet, the hedonic and utilitarian attitude, and the enduring involvement towards Internet. The study is interested more specifically in the case of a search engine, by examining Internet users already showing a repeated behaviour towards this web site. A measure of loyalty is developed, on the postulate that loyalty phases towards the search engine were already integrated by a large majority of Internet users and leads to the identification of the last phase of the process, the action loyalty, whose measure is compared, within the model of research, with more traditional measures (loyalty intention and positive word of mouth intention). The results obtained show that the concept of action loyalty seems to translate true loyalty in a relevant way. The constrasted influence from of commitment dimensions is shown: if affective commitment has a positive effect on loyalty measures, calculated commitment has a negative effect and moreover is depreciating when it enters in interaction with affective commitment. This work thus highlights the need for considering engagement under these two facets. Moderating effects are shown, according to the level of expertise, of the type of attitude towards Internet and the site (ambivalent or utilitarian attitude) and of the level of enduring involvement, confirming the importance of these individual variables in the comprehension of the Internet user
Casteran, Herbert. "L'impact des promotions sur la valeur à vie du client et le capital client : une investigation empirique sur la base du panel BehaviorScan." Toulouse 1, 2010. http://www.theses.fr/2010TOU10037.
Full textThe effect of sales promotion has been, for 30 years, one of the main marketing research topics. Although a consensus exists about short term effects, the results are contradictory in the long term. Measuring customer value allows to renew the analysis of long-term promotional effects through two metrics, customer lifetime value and customer equity. This research is based on the panel BehaviourScan comprising two product categories, coffee and shampoo, with almost 281,000 transactions between January 2005 and June 2007. We use NBD (Negative Binomial Distribution) stochastic models and derivatives in which we incorporate explanatory variables. The combination of three models (transactions, average basket and probability of first purchase) provides a comprehensive model of customer equity. Sales promotion generates behavioral alteration and customer selection. The alteration concerns average behaviour as well its heterogeneity. The second effect is relatively more important although there are few studies on it. A decreasing risk of the customer portfolio is also frequently associated with promotions. The cumulative effects of monetary promotions on customer lifetime value and customer equity are positive, which is not always the case for non-monetary promotions. The effects are also contrasted among product categories. Ultimately, managing a customer portfolio through the promotion may be related to natural resource management with the risk of overexploitation
Frisou, Jean. "Le contrôle du comportement de fidélité : premiers jalons pour une théorie dynamique et éclectique." Pau, 2004. http://www.theses.fr/2004PAUU2001.
Full textThe loyalty behavior of customers, is both a major topic in marketing research and a strategic objective of the firms. The purpose of this thesis is to contribute to a better knowledge of the controling processes of loyalty behavior. By control we mean all the processes that lead to the development or the decline of this behavior in the long run. While the marketing theories impose a partial view of loyalty behavior and neglect the temporal dimension of the phenomenon, we suggest a new theoretical framework, focusing on the dynamic control of loyalty behavior and founded on an eclectic approach. Three axes of thinking have been developed. 1) How do the marketing theories tackle the question of control ? 2) What is the contribution of the psychological theories of control to the understanding of loyalty behavior ? 3) How can we describe, with consistency, the dynamic of this phenomenon, and the many sources of control that are attributed to it. Our investigations consolidate our thesis. There is not only one process that controls the evolution of loyalty behavior, but two separate processes acting simultaneously. The operant learning and the cognitive learning control more than 50 % of the latent tendancy to loyalty behavior
Nassour, Rizane. "Recherche en marketing et optimisation de la satisfaction des clients." Bordeaux 4, 2006. http://www.theses.fr/2006BOR40020.
Full textBergeron, Brigitte. "Profil de la clientèle touristique de la MRC du Granit, 1998." Thesis, National Library of Canada = Bibliothèque nationale du Canada, 2000. http://www.collectionscanada.ca/obj/s4/f2/dsk1/tape4/PQDD_0021/MQ61710.pdf.
Full textRayyan, Raed. "Rapports de parenté et de clientèle chez les druzes du Liban." Paris 8, 1994. http://www.theses.fr/1994PA080898.
Full textThe thesis is a study of patron-client relationships among the druzes. Two aristocratic families, the arslans and the joumblatts, continue to command the destiny of the druzes. These two families head two factions that include all the druze families. Patron-client relationships could be explained by four factors : sectarianism and its geographic, economic, political and ideological dimensions, foreign capitalism and the marginalization of the druzes; the religious ideology and the organization of the druze clerics; and finally the political system of the lebanese state which is also on patronclient relationships. The theoretical stand adopted in the thesis is the "neomarxist" approach. At this point i have defined the mode of production, social formation, the articulation and the dislocation of the economic, political and ideological instances in order to study the patron-client relationships among the druzes as dominant precapitalist instances determined in the last analysis by the economic under-development of the druze community
Aoufi, Abdelkader. "Les interactions entreprise-client : l'organisation de la prestation de service et la satisfaction des cleints." Versailles-St Quentin en Yvelines, 2008. http://www.theses.fr/2008VERS004S.
Full textA better understanding of the stakes and the continuous interactions between internal organizations and customer satisfaction, our reflection focuses on a major factor : the satisfaction of their customers. Customer satisfaction and service quality are welle recognized today as key elements for competitive differentiation. However, the levers leading to their construction are not as clear or self evident as they may seem. Based upon two case study-waiting lines at the Post offices and service delivery at automobile workshops, our thesis analyses the mechanisms and the various logics that build customer satisfaction and company organization, in both cases. Our research led us to review, in detail, the process followed by the customer, the internal viewpoint of the organization actors, the corrective improvement actions contemplated in both cases, the actual service delivered to the customers and the continuous adaptation of the organizational capacity to the workload (the Optima model). Besides, and if that were necessary, our research enabled us to confirm the definite links that exist between customer satisfaction and loyalty to the service brand or outfit, an indubitable factor of profitability
Roux, Xavier. "Vitrines et coulisses des relations bancaires : enquêtes sur des professionnels de l'argent et leurs clients." Versailles-St Quentin en Yvelines, 2006. http://www.theses.fr/2006VERS019S.
Full textCombining several methods, the thesis explores the way the meeting point between social actors and money institutions has been reshaped in a customer-targeted approach. The professionals have to do at the same time with their stage name (adviser), the traditional image of the banker and the appointed sale's targets. They elaborate several professional styles, which express different forms rationality, and different degrees of distance from the prescriptions of organizations. High levels of social recognition are at stake in the bank/customer relationship. It appears as a complex, occasionally conflictual construct. In the face-to-face interactions between professionals and customers, money takes different meanings irreductible to mere currency function. It appears as serious matter, labour money and transmission money. Money and the bank account refer to the dimensions of boby and the person. Money property is stated or signified against an institution, bank or state. Consequently, self-property and control remoteness are central issues of the bank/customer relationship
Heidari, Mitra. "Les défis culturels et leur impact sur la GRC : l'exemple de l'Iran." Bordeaux 4, 2009. http://www.theses.fr/2009BOR40070.
Full textThis dissertation focuses on the impact of cultural issues on the Customer's choice to buy foreign products and CRM (Customer Relationship Management) in Iran. The primary goal is to examine the impact of cultural openness and nationalism on the customers' willingness and reluctance to buy foreign products on their overall satisfaction. The secondary goal is to study the impact of cultural issues on CRM. The research question focus on : 1) what are the real impacts of cultural issues on CRM ? 2) Can cultural issues have an impact on the customers' product judgement ? 3) What are the impacts of the cultural issues (nationalism and cultural openness) on the Iranian customers' willingness to buy foreign products and reluctance to buy foreign products ? 4) Can the awareness of the impact of cultural issues lead to a better Customer relationship Management ? Some of the literature reviews include : Payne & Frow's CRM Conceptual framework (2004), Models of national culture by Modern (1999), Culture's consequences, (1980) by Hofstede, Cultures and organizations by Hofstede (1991)
Ibraheem, Manar. "L'influence de la perception de l'environnement de service sur la fidélité du client . Application au secteur de l'hôtellerie de luxe en Région PACA." Thesis, Université Côte d'Azur (ComUE), 2017. http://www.theses.fr/2017AZUR0019/document.
Full textIn a context of strong competition, luxury hotels seek to differentiate their offers and affirm their own identity through a well-defined marketing strategy based on investment in the place of service. This research aims to provide answers to a crucial question related to the efficiency of the conception of a pleasant and exclusive environment as a technique designed to positively influence Customers in order to gain their loyalty. Based on Bitner’s (1992) framework, we proposed a conceptual model of the effect of service environment. A quantitative methodology was used to test our conceptual model and to validate the underlying hypothesis. Specifically, a survey questionnaire was conducted to guests of 4 and 5 stars hotels in PACA, resulting in a sample of 354 responses. The statistical tests carried out showed that the perception of service environment does not directly influence loyalty intention but rather emotional states (pleasure and stimulation) and overall perceived service quality, which in turn positively affect customer’s loyalty intention. They also indicate that the model structural paths vary according to certain situational and socio-demographic variables
Manga, Xavier. "La captation de la jeune clientèle en matière de mode : le cas d'H&M et ZARA." Thesis, Metz, 2010. http://www.theses.fr/2010METZ025L/document.
Full textThis Ph.D. dissertation is based on the observation that fashion studies that focus essentially on the consumer neglect the strategies adopted by providers. This is why the present study seeks to revolve around the work in illegal securement performed by the professionals of fashion. The issue requires immediate attention because, in spite of all the work in social sciences on fashion, researchers in Social Informatics dedicated to this theme are few or even non-existent. When it comes to theorising and questioning, the concept of a fashion wishing to captivate people naturally gives rise to organizational and communication problems. Because fashion is by definition that which puts things out of fashion; its existence is shortlived. Roland Barthes said that fashion stems forth from the collective imitation of a novelty which is constantly renewed. The actors who accelerate its emergence are also those that put it out of fashion every year by proposing another fashion. Thus there is permanent renewal of the articles bought by consumers and the direct implication of this is that the items proposed by providers are also renewed. Fashion thus becomes by definition an institution which precipitates the consumer into purchasing on a permanent basis. ZARA and H&M, the two world giants of ready-to-wear clothing, unmistakably embody this situation. Their illegal securement consists in proposing collections of clothing at the tip of fashion, sometimes directly inspired by luxury brands, and all this for affordable prices. These two companies characteristically little alike, except for the fact that they distribute so-called trendy products to a youthful public
Moutte, Julie. "Impact des attitudes au travail du personnel en contact sur la satisfaction du client dans les services." Aix-Marseille 3, 2009. http://www.theses.fr/2009AIX32057.
Full textThis research focuses on the impact of frontline employee work attitudes on customer satisfaction. Firstly, the analysis of the literature on marketing and human resources allows us to construct a conceptual model that links frontline employee and customer. Secondly, to meet the objectives of the research, several empirical studies were conducted. Two types of studies were realized: qualitative and quantitative. One qualitative study with employees and two qualitative studies with customers were carried out and permit some variables of the research to be operationalized. A quantitative study based on employees and their customers permits the validity scales of the research and of the hypothesis to be tested. A collection of data by internet (131 employees and 237 customers) and a second collection in face-to-face interviews (200 employees and 5 customers of each employee giving a total of 1000 customers) were carried out. The theoretical contributions of this research concern, primarily, the influence of perceived frontline employee quality on the customer evaluation process. Secondly, the impact of different frontline employee work attitudes (work satisfaction, organizational commitment, work involvement, self-efficacy) on customer satisfaction were analyzed in a direct and indirect way by the mediation of perceived frontline employee quality. The double collection of data, internal and external, is the first methodological contribution of this research. The creation and validation of several scales, which could be used in future research, is the second methodological contribution of this research. Some managerial recommendations were proposed based on the results of the research