Thèse de doctorat en Sciences de gestion
Sous la direction de Pierre Eiglier.
Soutenue en 1994
à Aix-Marseille 3 .
Pas de résumé disponible.
The product-service couple : a measure of the industrial client satisfaction application to the plastic processing industry
The servicd offer associated to a tangible product, which has often been considered as fundamental competitive advantage has widely drawn the attention both from researchers and managers. The contribution and the originality of this research is to go beyond the single issue of the associated service. And to focuse on the product-service couple. The latter is defined as an offer composed by a tangible element, the product and by an intangible elemen, the associated service (for example the technical iad which goes with the sell of a computer hardware). This research is then a reflexion on the integration and the complementarity between service and product, and it aims to fill in the gap between a product vision and a service vision. The theoretical objective of the research is on one side to better understand the logic and the finality of the product-service couple by proposing a conceptualization of this type of offer. And on the other side it is to improve the knowledge on the management of the associated service offer. The managerial objective is starting from the conceptualization of the research, to measure the industrial client satisfaction with respect to the product-service couple. This research is then applied to a specific industrial sector. The one of the plastic processing industry.