{
  "title": "Un incident bien réparé fidélise-t-il davantage ?",
  "url": "https://www.shr.swiss/blog/reparer-un-incident-ou-l-eviter",
  "language": "fr",
  "datePublished": "2025-01-11",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Scénarios et enquêtes.",
  "section": "Recherche",
  "topic": "Accueil client",
  "place": {
    "name": "Lausanne",
    "region": "Vaud",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "La recherche",
      "point": "Michael McCollough, Leonard Berry et Manjit Yadav (2000, Journal of Service Research) trouvent peu d'appui au « paradoxe de la réparation » : un client servi sans faute reste en général plus satisfait.."
    },
    {
      "heading": "La limite",
      "point": "Scénarios et enquêtes.."
    },
    {
      "heading": "La nuance",
      "point": "Une bonne réparation limite les dégâts, elle ne remplace pas un service sans incident."
    },
    {
      "heading": "Implication pratique, vérifiable à Lausanne",
      "point": "Analyser les trois incidents les plus fréquents et en supprimer la cause plutôt que perfectionner la réparation."
    }
  ],
  "sources": [
    {
      "authors": "Yadav",
      "year": "2000",
      "source": "Journal of Service Research"
    }
  ],
  "wordCount": 114,
  "image": "https://www.shr.swiss/img/blog-Formation-Accueil-Client-Lausanne-reparer-un-incident-ou-l-eviter-fr.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/reparer-un-incident-ou-l-eviter",
    "en": "https://www.shr.swiss/blog/reparer-un-incident-ou-l-eviter-en",
    "de": "https://www.shr.swiss/blog/reparer-un-incident-ou-l-eviter-de",
    "it": "https://www.shr.swiss/blog/reparer-un-incident-ou-l-eviter-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/lausanne",
    "city": "https://www.shr.swiss/formations-ville/lausanne",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}