Le propos de ce livre est de comprendre la relation client dans une dimension à la fois stratégique et opérationnelle autour de la notion fondamentale du dialogue. Cette approche s'appuie sur l'étude approfondie d'organisations telles qu'EDF, le GHMF, IBM, SFR ou encore Zappos, qui...

In this paper we try to explain opera houses performances in terms of financial autonomy and occupancy rate. In order to do that, we propose quantifications of variables representing artistic policy, production policy and main environmental components such as theater size, intensity of...

Cost analysis is more implemented in public organizations. Methods and expected uses are quite similar to those encountered in the private sector, but effective uses are more difficult to assess and compare considering the wide variety of organizational context existing in the public sector.

The main aim of Renaissance humanism is to free humanity from the chains of Nature (in the West: Greek or Pagan thought) and God's Will (e.g. Judaism, Christianity, or Islam). This liberation implies that man will totally appropriate his environment and subject it to his will and power in a new...

In this research we explore the issue of “competence management”, as usually defined in the corporate vocabulary, mostly in the human resource (HR) function, and more particularly of “strategic competence management” (long run management of competences which are critical to achieve...

While facilitating the resolution of a conflict, the mediator must pay attention to process. In our prescriptive model, mediation process is structured in six steps: session introduction, successive exploration of facts, needs, options, and commitment, and final conclusion. The proposed model...

Individual housing is preferred by French people since world war 2, 87 % in 2006. This tendency has given birth to urban sprawl rejected by city-planner because it is a form of non sustainable development. They propose urban politics of densification, "the compact city", which may fail if one...

In the line of the agency question, the lawyer/client relationship cannot escape the risk of conflict of interests. This text broadly redefines the nature of this conflict, and links it to an important source of tension, i.e. fees. We study three types of billing : contingency fees, hourly, and...