Usage déviant et dynamique d'évolution d'une offre de service

Florence Charue-Duboc, Laure Amar, Anne-France Kogan () and Nathalie Raulet-Croset ()
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Florence Charue-Duboc: CRG - Centre de recherche en gestion - X - École polytechnique - IP Paris - Institut Polytechnique de Paris - CNRS - Centre National de la Recherche Scientifique
Laure Amar: CRG - Centre de recherche en gestion - X - École polytechnique - IP Paris - Institut Polytechnique de Paris - CNRS - Centre National de la Recherche Scientifique
Anne-France Kogan: Mines Nantes - Mines Nantes
Nathalie Raulet-Croset: CRG - Centre de recherche en gestion - X - École polytechnique - IP Paris - Institut Polytechnique de Paris - CNRS - Centre National de la Recherche Scientifique, IAE Paris - Sorbonne Business School

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Abstract: The analysis of the deployment of an innovation combining technology with a service (teleassistance for the agèd) focuses on changes in the way the innovation is used. Thanks to a system installed in their homes, the elderly are, in case of need, able to easily contact a call center. Operators at the call center have to deal with uses of the system that deviate from the initial purpose of helping persons who fall and injure themselves.

Keywords: offering a service; teleassistance for the agèd; technologic innovation; service innovation; call center; deviant uses; offre de service; téléassistance pour personnes âgées; innovation technologique; innovation de service; centre d'appel; usage déviant (search for similar items in EconPapers)
Date: 2011-09
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Published in Gérer et Comprendre. Annales des Mines, 2011, 105, pp.17-27

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-00657271

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