La figure du client au service de la gestion des risques. Le cas des services industrialisés de masse

Marianne Abramovici () and Jean-Baptiste Suquet ()
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Marianne Abramovici: CRG - Centre de recherche en gestion - X - École polytechnique - IP Paris - Institut Polytechnique de Paris - CNRS - Centre National de la Recherche Scientifique
Jean-Baptiste Suquet: CRG - Centre de recherche en gestion - X - École polytechnique - IP Paris - Institut Polytechnique de Paris - CNRS - Centre National de la Recherche Scientifique

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Abstract: The communication tries to connect the issues of risk management with service marketing, so as to view how the latter can contribute to solving the former. By using the notion of client's figure, one stresses the confusion and polysemy around the word "client", as for risk management. It is then proposed to substitute the service marketing figures to the numerous other ones: they strongly underline the active role of client in the production of mass services. Then, once the necessity to integrate the concept of servuction theoretically proven, with the view to think and organize risk management, it is further developed, related to mass transportation. The description of these production systems' evolutions enable to specify two thematic of risk management: the management of waiting clients during perturbations, at SNCF, and the action against fare evasion, at RATP. These two cases enable to draw some first highlights, as for the opportunity of using servuction for risk management. It is mostly called to a reflexive and specific use of the conceptual tools, which seem opportune to think about risk management in mass services.

Date: 2006
Note: View the original document on HAL open archive server: https://hal.science/hal-00263078v1
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Published in Lambda Mu 15, 2006, Lille, France

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