Les formes de la mise en relation et l'appui sur l'espace géographique dans la vente de services par téléphone

Emmanuel Kessous and Alexandre Mallard ()
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Alexandre Mallard: SENSE - Sociology and Economics of networks and Services - France Telecom R&D

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Abstract: The telephone is an important means to undermine the impact of distance in economic exchange, as shows the present successful development of commercial telephone services. How is it possible to explain the capacity to produce proximity interactions at a distance between people acting in the anonymous frame of the economic exchange' To provide some answers to this question, this paper draws on a fieldwork study conducted in a telemarketing centre, based on an analysis of the conversation between the commercial operators and the clients. It suggests that in this context operators mobilize a great variety of strategies to enhance proximity throughout the conversation, in a way that only moderately appeals to geographical signs, consideration or arguments. This result sheds new light on the controversy developing at the moment in France concerning the risks of economic relocation of services due to the development of information technologies.

Keywords: proximité; téléphone; formats d'information; conventions; économie des conventions; télévendeurs; télémarketing; contexte; familiarité; facture; client; traçabilité; consommation; géographie (search for similar items in EconPapers)
Date: 2005-04-07
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Published in 2ème workshop Tic et dynamiques spatiales, Apr 2005, Cordes sur ciel, France

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