Valerie Mathieu - A Customer-oriented Manager for B2B Services

1 Chapter 2 Figure 2.1. Servuction (Eiglier 2004, p. 15). For a color version of this figure... Figure 2.1. Servuction (Eiglier 2004, p. 15). For a color version of this figure, see www.iste.co.uk/mathieu/services.zip

2 Chapter 3Figure 3.1. The new aircraft painting service industry. For a color version of t...

3 Chapter 4Figure 4.1. Supply chain of a home goods manufacturer. For a color version of th...Figure 4.2. Supply opportunities for the water supply chain. For a color version...

4 Chapter 6Figure 6.1. The gap model (Parasuraman et al. 1985). For a color version of this...

1 Cover

2 Table of Contents

3 Title Page Series Editor Régine Teulier

4 Copyright First published 2022 in Great Britain and the United States by ISTE Ltd and John Wiley & Sons, Inc. Apart from any fair dealing for the purposes of research or private study, or criticism or review, as permitted under the Copyright, Designs and Patents Act 1988, this publication may only be reproduced, stored or transmitted, in any form or by any means, with the prior permission in writing of the publishers, or in the case of reprographic reproduction in accordance with the terms and licenses issued by the CLA. Enquiries concerning reproduction outside these terms should be sent to the publishers at the undermentioned address: ISTE Ltd 27-37 St George’s Road London SW19 4EU UK www.iste.co.uk John Wiley & Sons, Inc 111 River Street Hoboken, NJ 07030 USA www.wiley.com © ISTE Ltd 2022 The rights of Valérie Mathieu to be identified as the author of this work have been asserted by her in accordance with the Copyright, Designs and Patents Act 1988 Library of Congress Control Number: 2021949549 British Library Cataloguing-in-Publication Data A CIP record for this book is available from the British Library ISBN 978-1-78630-757-6

5 Foreword

6 Preface

7 Begin Reading

8 Conclusion

9 References

10 Index

11 End User License Agreement

1 v

2 iii

3 iv

4 ix

5 x

6 xi

7 xiii

8 xiv

9 xv

10 1

11 3

12 5

13 6

14 7

15 8

16 9

17 10

18 11

19 12

20 13

21 14

22 15

23 16

24 17

25 18

26 19

27 20

28 21

29 22

30 23

31 24

32 25

33 26

34 27

35 28

36 29

37 30

38 31

39 32

40 33

41 34

42 35

43 36

44 37

45 38

46 39

47 40

48 41

49 42

50 43

51 44

52 45

53 46

54 47

55 48

56 49

57 50

58 51

59 52

60 53

61 54

62 55

63 57

64 59

65 60

66 61

67 62

68 63

69 64

70 65

71 66

72 67

73 68

74 69

75 70

76 71

77 72

78 73

79 74

80 75

81 76

82 77

83 79

84 80

85 81

86 82

87 83

88 84

89 85

90 86

91 87

92 88

93 89

94 90

95 91

96 92

97 93

98 94

99 95

100 96

101 97

102 98

103 99

104 100

105 101

106 102

107 103

108 104

109 105

110 106

111 107

112 108

113 109

114 110

115 111

116 113

117 115

118 116

119 117

120 118

121 119

122 120

123 121

124 122

125 123

126 124

127 125

128 126

129 127

130 128

131 129

132 130

133 131

134 132

135 133

136 135

137 136

138 137

139 138

140 139

141 140

142 141

143 142

144 143

145 144

146 145

147 146

148 147

149 148

150 149

151 150

152 151

153 153

154 154

155 155

156 156

157 157

158 158

159 159

160 160

161 161

162 162

163 163

164 164

165 165

166 167

167 168

168 169

169 170

170 171

171 172

172 173

173 174

174 175

175 176

176 177

177 178

178 179

179 180

180 181

181 182

182 183

183 184

184 185

185 186

186 187

187 188

188 189

189 190

190 191

191 192

192 193

193 194

194 195

195 196

196 197

197 198

198 199

199 200

200 201

201 202

202 203

203 204

204 205

205 206

206 207

207 208

208 209

209 211

210 212

211 213

212 215

213 216

214 217

215 218

216 219

217 220

218 221

219 222

220 223

221 224

222 225

223 227

224 228

225 229

226 230

227 231

228 232

229 233

230 234

231 235

232 236

233 237

234 238

235 239

236 240

237 241

238 242

239 243

240 244

241 223

Series Editor Régine Teulier

Valérie Mathieu

First published 2022 in Great Britain and the United States by ISTE Ltd and John Wiley & Sons, Inc.

Apart from any fair dealing for the purposes of research or private study, or criticism or review, as permitted under the Copyright, Designs and Patents Act 1988, this publication may only be reproduced, stored or transmitted, in any form or by any means, with the prior permission in writing of the publishers, or in the case of reprographic reproduction in accordance with the terms and licenses issued by the CLA. Enquiries concerning reproduction outside these terms should be sent to the publishers at the undermentioned address:

ISTE Ltd

27-37 St George’s Road

London SW19 4EU

UK

www.iste.co.uk

John Wiley & Sons, Inc

111 River Street

Hoboken, NJ 07030

USA

www.wiley.com

© ISTE Ltd 2022

The rights of Valérie Mathieu to be identified as the author of this work have been asserted by her in accordance with the Copyright, Designs and Patents Act 1988

Library of Congress Control Number: 2021949549

British Library Cataloguing-in-Publication Data

A CIP record for this book is available from the British Library

ISBN 978-1-78630-757-6

I am very honored that Valérie Mathieu has asked me to write the Foreword to her book. I am even more honored because the CMA CGM Group, with its customer-oriented approach, is a perfect example of how the dynamic relationship between a company and its markets can create value for both the customers and the service provider. The organization of our group, a world leader in maritime shipping and logistics, shows how a company in the B2B sector can create value by giving an important role to its managers. It is, therefore, a great source of pride to contribute to this book, which will be read by students and professionals alike, as our group works, as part of its employer brand strategy, to showcase the variety of jobs in the transport and logistics sector, an emblematic B2B sector.

Relationship with the customer at the heart of value creation

CMA CGM has always placed the customer at the center of its concerns and priorities. This may sound like a banal statement for a company, but in reality, we have to know how to organize ourselves to listen to their needs, and even try to anticipate them, in order to design and deploy efficient services, and establish processes around customer satisfaction.