Co-production models and organizational control of deviant customer behavior: the example of peer-to-peer car-sharing

Penelope Codello, Muriel Jougleux (muriel.jougleux@u-pem.fr), Carole Camisullis and Mathias Szpirglas (mathias.szpirglas@univ-eiffel.fr)
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Muriel Jougleux: IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12
Carole Camisullis: IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12
Mathias Szpirglas: IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12

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Abstract: This paper presents exploratory research in which three French peer-to-peer car-sharing companies are studied in terms of how they handle their co-production service models and control deviant customer behavior. The study draws on a theoretical framework based on the literature on customer involvement in service co-production, on deviant customer behavior management, and on the general typology of organizational modes of control proposed by Chiapello (1996). Three co-production models related to three control patterns of consumer behavior are identified. First, the transactional model of industrial co-production is associated with strong, highly instrumented control exercised by the organization. Second, the model of relational co-production is associated with control by the market and delegation to consumers. Third, the model of community co-production is associated with strong control based on the community itself. The paper concludes by discussing the strong links that may exist between co-production systems, control systems and business models for each of the companies studied.

Keywords: co-production; deviant customer behavior; organizational control; peer-to-peer car-sharing (search for similar items in EconPapers)
Date: 2012-05-28
Note: View the original document on HAL open archive server: https://hal.science/hal-01122938v1
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Citations: View citations in EconPapers (1)

Published in 12th International research conference in service management, Aix Marseille Graduate School of Management, May 2012, La Londe les Maures, France

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