{
  "title": "Que juge vraiment le client dans un service ?",
  "url": "https://www.shr.swiss/blog/le-modele-servqual",
  "language": "fr",
  "datePublished": "2025-01-14",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Instrument discuté pour sa structure statistique.",
  "section": "Recherche",
  "topic": "Accueil client",
  "place": {
    "name": "Lugano",
    "region": "Tessin",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "La recherche",
      "point": "A."
    },
    {
      "heading": "La limite",
      "point": "Instrument discuté pour sa structure statistique.."
    },
    {
      "heading": "La nuance",
      "point": "Les dimensions varient selon les secteurs ; l'outil doit être adapté."
    },
    {
      "heading": "Implication pratique, vérifiable à Lugano",
      "point": "Interroger dix clients sur la fiabilité du service avant de travailler l'amabilité."
    }
  ],
  "sources": [
    {
      "authors": "Berry",
      "year": "1988",
      "source": "Journal of Retailing"
    }
  ],
  "wordCount": 106,
  "image": "https://www.shr.swiss/img/blog-editorial-2025-01-14-fr.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/le-modele-servqual",
    "en": "https://www.shr.swiss/blog/le-modele-servqual-en",
    "de": "https://www.shr.swiss/blog/le-modele-servqual-de",
    "it": "https://www.shr.swiss/blog/le-modele-servqual-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/lugano",
    "city": "https://www.shr.swiss/formations-ville/lugano",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}