. . . . . . "Faced with increased competition and volatile consumers, companies should be grounded in a market oriented approach, including customer focus as a pillar. This research focuses on consumer perception concerning customer listening devices practiced by companies. The consumers\u2019 motivations giving their opinions and perceptions of the main listening devices are studied. Moreover, the adequacy between the nature of the message to communicate to the companies and the client listening devices is examined using the scenario method. The results showed that the choice of devices mobilized by customers depends on the situation and the devices seem complementary. Finally, managerial implications and the perspectives of research are exposed."@en . . . . "L\u2019\u00E9coute client\u00A0: qu\u2019en pensent les int\u00E9ress\u00E9s\u00A0?"@fr . . . "Confront\u00E9es \u00E0 une concurrence accrue et \u00E0 des consommateurs volatiles, les entreprises se doivent s\u2019ancrer dans une d\u00E9marche d\u2019orientation-march\u00E9, dont l\u2019\u00E9coute client constitue un pilier. Cette recherche porte sur la perception des consommateurs \u00E0 l\u2019\u00E9gard des dispositifs d\u2019\u00E9coute client que pratiquent les entreprises. Les motivations des consommateurs \u00E0 donner leur avis et leurs perceptions des principaux dispositifs d\u2019\u00E9coute sont \u00E9tudi\u00E9es. De plus, l\u2019ad\u00E9quation entre la nature du message \u00E0 communiquer aux entreprises et les dispositifs d\u2019\u00E9coute client est examin\u00E9e \u00E0 l\u2019aide de la m\u00E9thode des sc\u00E9narios. Les r\u00E9sultats ont montr\u00E9 que le choix de dispositifs mobilis\u00E9s par les clients d\u00E9pend de la situation et les dispositifs apparaissent compl\u00E9mentaires. Finalement, les implications manag\u00E9riales et les voies de recherche sont expos\u00E9es."@fr . . . . . . . . . . "QDM_163_0053" . "Listening to the customer: what those concerned think?"@en . . . .