The authors aim to contribute to the research on improvement of service quality and on service design by discussing service concepts through a process oriented approach. They begin by reviewing the service definitions given by some well known researchers working on service. They propose a new...

The authors aim to contribute to the research on improvement of service quality and on service design by discussing service concepts through a process oriented approach. They begin by reviewing the service definitions given by some well known researchers working on service. They propose a new...

Cet article s’intéresse à l’amélioration de la qualité des services et à leur conception en discutant des concepts classiquement mobilisés dans l’analyse des services, au travers d’une approche orientée processus. Il commence par passer en revue les définitions proposées par...