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

Rémi Mencarelli () and Arnaud Riviere ()
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Rémi Mencarelli: IREGE - Institut de Recherche en Gestion et en Economie - USMB [Université de Savoie] [Université de Chambéry] - Université Savoie Mont Blanc
Arnaud Riviere: CERMAT - Centre d'Études et de Recherche en MAnagement de Touraine - Institut d'Administration des Entreprises (IAE) - Tours

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Abstract: The participation of the customer in a self-service technologies context. An approach by the perceived value 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.

Keywords: valeur perçue; servuction; Self-Service Technologies; consommation (search for similar items in EconPapers)
Date: 2014
New Economics Papers: this item is included in nep-ger and nep-mkt
Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-01153113v1
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Citations: View citations in EconPapers (9)

Published in Revue Française de Gestion, 2014, 4 (241), pp.13-30

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