Ontologie du concept de protection de la clientèle en sciences de gestion : cas d’étude dans le secteur des complémentaires santé

The purpose of this communication is to consider the definition and description of the concept of client protection in management sciences. In support of conceptual and theoretical grid elements based on research in ?tétranormalisation?, we address through a longitudinal case study conducted over more than three years the issues of protection of the clientele in the case of a health insurance companies. Managerial inputs and recommendations focus on the best consideration of client protection as a dedicated process.