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BIBLIOGRAPHIE+
INTRODUCTIVE+2+ET+
AUGMENTEE+2+AU+
MANAGEMENT+DE+
L’ESPRIT+DE+SERVICE+
+
Une+ sélection+ de+ 300+ ouvrages+ pour+
découvrir+ l’Esprit+ de+ Service+ comme+
modèle+ de+ management+ de+ la+ relation+ et+
levier+de+transformation+des+organisations+
par+le+service.+
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REUSSIR!LA!!TRANSFORMATION!
DES!ORGANISATIONS!PAR!LE!SERVICE
Par$Xavier$Quérat-Hément
Passer$du$marketing$au$management$de$l’expérience$client$
!
BIBLIOGRAPHIE!INTRODUCTIVE!!
AU!MANAGEMENT!DE!L’ESPRIT!DE!SERVICE!
UN!MODELE!DE!MANAGEMENT!DE!LA!RELATION!DE!SERVICE!!
POUR!REUSSIR!LA!TRANSFORMATION!DES!ORGANISATIONS!!
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SOMMAIRE!
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I. L’ESPRIT!DE!SERVICE,!MODELE!DE!MANAGEMENT!DE!LA!RELATION!DE!SERVICE! 2!
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II. LA!RELATION!:!SOCLE!TRANSFORMANT!DE!L’ESPRIT!DE!SERVICE! 7!
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III. LES!LEVIERS!DE!L’ESPRIT!DE!SERVICE!POUR!LA!TRANSFORMATION!DES!ORGANISATIONS!10!
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IV. FONDEMENTS!THEORIQUES!POUR!L’ESPRIT!DE!SERVICE!21!
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PLATEFORMES,!GEO@STRATEGIE!ET!GEO@ECONOMIES!DE!L’INTERNET!24!

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REUSSIR!LA!!TRANSFORMATION!
DES!ORGANISATIONS!PAR!LE!SERVICE
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Passer$du$marketing$au$management$de$l’expérience$client$
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REUSSIR!LA!!TRANSFORMATION!
DES!ORGANISATIONS!PAR!LE!SERVICE
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Passer$du$marketing$au$management$de$l’expérience$client$
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1!@!LE!CADRE!DE!REFERENCE!DE!L’ESPRIT!DE!SERVICE!
BERRY!c@,&-)(/!@?dM!Discovering+the+soul+of+service:+The+Nine+Drivers+Of+Sustainable!Business+SuccessM!7!
`!7!G-.,(-).#&-)%M!<]]]M!J;=*?!
CARLZON!c9)-dM! Moments+ of+ truth:+ New+ Strategies+ for+ Today’s+ Customer@Driven+ EconomyM! P)(2)(/!
"06#-,66M!<]U]M!<a;*?!
CHETOCHINE!c^,&(',6dM!Les+7+conditions+pour+satisfaire+et+fidéliser+ses+clientsM!Y/#.#&-6!/4N(')-#6).#&-M!
:;<;M!:::*?!
CHETOCHINE!c^,&(',6dM! Le+ marketing+ des+ émotions+:+ Pourquoi+ Kotler+ est+ obsolète+?M! 5e(&%%,6M! :;;UM!
<]U*?!
EUVERTE!cK)')%#dM!JOSEPH-ANTOINE!cP0$,(.dM!Management+du+service+et+conduite+du+changement,!Le+
cas+de+la+SNCFM!I0#$,(.M!:;<;M!<]:*?!
FLEMING!c9&+-! P?dM! ASPLUND!c9#3dM! Human+ sigma+ @+ Managing+ the+ Employee@Customer+ EncounterM!
^)%%0*!>(,66M!:;;fM!:<a*?!
^B@@5H!cK#1+,%dM!Améliorer+la+relation+client+en+transport+de+voyageursM!A5@75M!:;;]M!<:=*?!
GRESSIER!c9?S9?d! ,.! CALLIGARO!cK?dM! Servir+ ou+ disparaître+:+ Quand+ l’esprit+ de+ service+ devient+ une+
nécessité+pour+l’entrepriseM!I0#$,(.M!:;<:M!:UU*?!
PNDNIGHg!c9)1h0,6d!6&06!%)!1&&(/#-).#&-!/,M!L’entreprise+humaniste+–+le+management+par+les+valeurs+–+
L’histoire+vraie+de+ChâteauForm+‘M!5%%#*6,6M:;<J!M!J=]*?!
PNDNIGHg!c9)1h0,6dM!La+qualité+de+service+–+A+la+conquête+du+clientM!G-.,(5/#.#&-6M!<]UfM!<fU*?!
PNDNIGHg! c9)1h0,6dM! 9LD^5F7! >BFBb! cK#1+i%,),+ La+ satisfaction+ totale+ du+ clientM! G-.,(5/#.#&-6M! <]]=M!
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HSIEH!cH&-edM! L’entreprise+ du+ bonheur+:+ Comment+ faire+ de+ la+ culture+ d’entreprise+ un+ avantage+
concurrentielM!@,/01?6!j/#.#&-6M!:;<<M!:Oa*?!
HUETE!c@0#6SK)(#)d! ,.! MAESTRONI!cKe(#)3dM! Intelligence+ émotionnelle,+ services+ et+ croissance+:+
Fidélisez+clients+et+employés+dans+les+services+grâce+à+l’intelligence+émotionnelleM!K)k#3)!@)0(,-.!/0!
K,6-#%!j/#.,0(M!:;;]M!:OJ*?!
JULIEN!cB--,dM!MAROT!cB-/(jdM!Marketing+de+la+banque+et+de+l’assuranceM!C0-&/M!:;<:M!:=;*?!

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REUSSIR!LA!!TRANSFORMATION!
DES!ORGANISATIONS!PAR!LE!SERVICE
Par$Xavier$Quérat-Hément
Passer$du$marketing$au$management$de$l’expérience$client$
LELAND!cb)(,-dM! BAILEY!cb,#.+dM!HABABOU!cD)%*dM!Le+Service+Client+ pour+ les+nulsM! 5/#.#&-6! ^j-j()%,6!
E#(6.M!:;<;M!JU<*?!
KBHP5!cP,(2jdM!>BIG5!c_)2#,(dM!B"DBH5!c@01,dM!>BDBFHPN5F!c7#3&-dM!L’influence+du+Dialogue+sur+les+
relations+et+l’expérience+clientM!@4P)(3)..)-M!:;<JM!<;U*?!
K1b5BF!c9&+-dM!Customers+are+people+–+The+Human+TouchM!9&+-!l#%,e!`!7&-6M!:;;OM!J<J*?!
K5ZDNFGF!c",-&m.dM!CGHBFCZ!cA+)(%,6dM!Du+management+au+marketing+des+services+:+Améliorer+la+
relation+client+@+Développer+une+véritable+culture+de+serviceM!C0-&/M!:;<<M!:Oa!*?!
NAYAR!cI#-,,.dM! Les+ employés+ d’abord,+ les+ clients+ ensuite+:+ Comment+ renverser+ les+ règles+du+
managementM!Y/#.#&-6!C#).,#-&M!:;<<M!:J<!*?!
PEREY!c5(#ndM!MEYER!c@#&-,%dM!/,!MONTMORIN!c^)$(#,%%,dM!Luxury+attitude+:+Enquête+sur+le+service+dans+
le+domaine+du+luxe+et+comment+s’en+inspirer+pour+fidéliser+ses+clientsM!K)k#3)!@)0(,-.!/0!K,6-#%M!:;<<M!
:Ja*?!
PRICE!c"#%%dM! JAFFE!cC)2#/dM! The+ Best+ Service+ Is+ No+ Service:+ How+ to+ liberate+ your+ customers+ form+
customer+service,+keep+them+happy+and+control+costsM!9&66,e!$)66M!:;;UM!J<:*?!
SASSER!c5)(%!l?dM!HESKETT!c9)3,6!@?dM!SCHLESINGER!cB?dM!The+Value+Profit+Chain:+Treat+Employees+Like+
Customers+And+Customers+Like+Employees,!7!`!7!G-.,(-).#&-)%M!:;;JM!=;;*?!
SASSER!c5)(%! l?dM! HESKETT!c9)3,6! @?dM!WHEELER!c9&,dM! The+ Ownership+Quotient:+Putting+ the+ Service+
Profit+ Chain+ to+ Work+ for+ Unbeatable+ Competitive+ AdvantageM! P)(2)(/! "06#-,66! 71+&&%! >(,66M! :;;UM!
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7KGHP!c7+)0-dM!KG@@G^BF!cB-/edM!BOLD+:+how+to+be+brave+in+business+and+winM!b)')->)',M!:;<<M!J<f*?!
[L5DBHSP5K5FH! c_)2#,(dM! Esprit+ de+ Service+ –+ Passer+ du+ marketing+ au+ management+ de+ l’expérience+
client+et+réussir+la+transformation+de+l’entreprise+par+le+serviceM!@,k#.#6!,/#.#&-6M!:;<=M!:J;*?!
[L5DBHSP5K5FH!c_)2#,(dM!Services,!croissance!et!compétitivitéM!F&.,6!/,!%4G-6.#.0.!A+&#6,0%M!:;<JM!=<*?!
lG5D75KB! cE(,/dM! Customer+ Intimacy+ –+ Pick+ your+ partners,+ shape+ your+ culture,+ win+ togetherM!
P)(*,(A&%%#-6"06#-,66M!<]]fM!::<*?!
lPGH5@5Z!cD#1+)(/dM!La+dynamique+du+client+–+une+révolution+des+servicesM!K)k#3)M!<]]=M!JJa*?!
lPGH5@5Z! cD#1+)(/dM! P577BF! cC#)-,dM! Les+ avantages+ compétitifs+ de+ l’entreprise+ orientée+ clientsM!
K)k#3)M!<]]fM!JUJ*?!
g5Kb5!cD&-dM!B@"D5APH!cb)(%dM!La+dimension+ServiceM!5/#.#&-6!/4&(')-#6).#&-M!<]UfM!<UU*?!