Gérer & Comprendre N°105 – English abstracts

N° 105 – september 2011

Managing customer deviance

Introduction to this special issue

Jean-Baptiste Suquet

A double-edged deviance: Between disorder and innovation — the case of “agents of ambiance” at the SNCF

Damien Collard

The dynamics of offering a service and the deviant uses made of it: The case of teleassistance for the agèd

Florence Charue-Duboc, Laure Amar, Anne-France Korgan & Nathalie Raulet-Croset

Steering the service relationship: Between regulating behaviors and satisfying customers

Laurence Bancel-Charensol, Pénélope Codello-Guijarro & Muriel Jougleux

When the organization constructs its customers’ deviant behaviors: Changes in customer delinquency patterns at the RATP

Jean-Baptiste Suquet

The fight of public housing organizations against unauthorized dumps and tenants’ acts of delinquency: An impossible quality of service?

Pascal Ughetto

When customers are incoherent: Automakers and their suppliers between expectations related to business and logistics

Aurélien Rouquet

“Watch out! One customer might hide another”: Managing customers when there is a disruption of services

Marianne Abramovici