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b) Les achats de services
02/06/21
Qu’est-ce qu’un service ?
= Grönroos C. (« Service Management and Marketing: A Customer Relationship Management Approach » (2nd edition), 2000)
« A service is a process consisting of a series of more or less intangible activities that normally, but not necessarily always, take place in interactions between the customer and service employees and/or physical resources or goods and/or systems of the service provider, which are provided as solutions to customer problems ».
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