La participation du client dans un contexte de self-service technologies. Une approche par la valeur perçue

Rémi Mencarelli and Arnaud Rivière

Revue française de gestion, 2014, vol. N° 241, issue 4, 13-30

Abstract: Firms develop many technological devices allowing consumers to produce services (Self-Service Technologies - SST). However, by substituting themselves for employees, the participation of buyers in the servuction process can affect their consumer experience. Having stressed the potential contributions of the notion of perceived value, a qualitative study is carried out and allows identifying the sources of creation and destruction of value of an SST. These have both similarities and specificities with the perceived value of traditional services.

Date: 2014
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