Caractérisation des dispositifs d'interdépendance organisationnelle et mutualisation: le cas des centres d'appels virtuels

Cécile Clergeau () and Rowe Frantz ()
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Cécile Clergeau: CRGNA - Centre de Recherche en Gestion Nantes Atlantique - IEMN-IAE Nantes - Institut d'Économie et de Management de Nantes - Institut d'Administration des Entreprises - Nantes - UN - Université de Nantes, LEN - Laboratoire d'économie de Nantes - IEMN-IAE Nantes - Institut d'Économie et de Management de Nantes - Institut d'Administration des Entreprises - Nantes - UN - Université de Nantes
Rowe Frantz: CRGNA - Centre de Recherche en Gestion Nantes Atlantique - IEMN-IAE Nantes - Institut d'Économie et de Management de Nantes - Institut d'Administration des Entreprises - Nantes - UN - Université de Nantes

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Abstract: This article studies the characterization of IT enabled interorganizational interdependencies. It builds on the example of the telephone service provided by the branches collecting the Social Security contributions in France. Three forms for resources mutualizations have been identified: pooled interdependence,focused interdependence and mutual interdependence. The understanding of interdependence structure is analyzed with respect to three dimensions: technical, informational, organizational. The authors have accompanied the implementation of the most integrated form, that of mutual interedependence, in the case of a virtual call center. This case allowed to reflect upon the structurability of cooperation for service production and to charactrize three mutual interdependence models.

Keywords: Mutualization; Interdependance; Inter-organizational information system; Intérdépendances; Systèmes inter-organisationnels; Mutualisation; Centre d'appels virtuel (search for similar items in EconPapers)
Date: 2005-07-01
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Published in Systèmes d'Information et Management, 2005, 10 (3), pp.93-116

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04455760

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