Une avancée conceptuelle sur les co-clients en tant qu’acteurs de l’écosystème de services multi-acteurs

Saoussan Ben Douissa and Emmanuelle Le Nagard ()
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Saoussan Ben Douissa: DRM - Dauphine Recherches en Management - Université Paris Dauphine-PSL - PSL - Université Paris Sciences et Lettres - CNRS - Centre National de la Recherche Scientifique
Emmanuelle Le Nagard: ESSEC Business School

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Abstract: This research is an overview that links the most relevant studies regarding multi-actor service ecosystem. Given the complex nature of the service environment, the evolution of the service encounter resulting in the emergence of multi-actor service ecosystem will be discussed. Then, an emphasis will be given to the actors, the relevant aspects and the interactions that occur within this service ecosystem. Hence, an attention is given to customer-to-customer interactions, one of the most essential aspects of the multi-actor service ecosystem. As it is worth to know how previous studies investigated co-clients' influence on service experience. In addition, the role of co-clients in multi-actor interactions compared to ordinary interactions will be brought to light. This research work aims to organize and synthesize the literature to identify limitations and recommend new research perspectives.

Keywords: Écosystème; service; acteurs; co-clients; interaction; co-création (search for similar items in EconPapers)
Date: 2023-01-19
Note: View the original document on HAL open archive server: https://hal.science/hal-04403041v1
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Published in 22nd International Marketing Trends Conference, Jan 2023, Paris, France

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