En dépit de la pléthore d'études reconnaissant l'importance du rôle joué par le service client dans la compétitivité des entreprises industrielles, le développement théorique de ce domaine d'étude demeure embryonnaire. Cet article (1) élabore un construit pour mesurer l'engagement de la direction de l'entreprise en faveur du service client et (2) étudie les activités de service client dans les entreprises industrielles, ainsi que les mécanismes de contrôle mis en place par ces dernières afin d'évaluer leur performance en termes de service. L'article établit une relation directe entre l'engagement en faveur du service client et la performance générale de l'entreprise, thème qui devrait renouveler l'intérêt de la recherche pour ce domaine primordial.
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