Le contrôle organisationnel du client. Le cas des entreprises d'autopartage de particulier à particulier

Penelope Codello, Muriel Jougleux, Carole Camisullis and Mathias Szpirglas

Revue française de gestion, 2013, vol. N° 234, issue 5, 99-114

Abstract: This paper deals about the role of customers into customer?s behaviour control. It provides a theoretical framework that characterizes the organisational control mechanism of customers? behaviour. This framework is used to bring out the case of three French car-sharing firms and underscore different modes of controlling the customers within their activities. This included the control of customers by themselves and the link between control modes and service coproduction models enact by the firms.

Date: 2013
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