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The staging of the service relationship. The salesman's role at stake
[La mise en scène de la relation de service. Le rôle du vendeur en question]

Author

Listed:
  • Anne Dietrich

    (LUMEN - Lille University Management Lab - ULR 4999 - Université de Lille)

  • Léna Masson

    (LUMEN - Lille University Management Lab - ULR 4999 - Université de Lille)

Abstract

This paper reports on a work in progress on the future of the figure of the salesperson in a specialized retail chain. After a presentation of the evolutions of the sector, we underline the interest of an interactionist approach to analyze the seller-customer relationships. We first highlight how the company makes sense of its environment. We then show how this sensemaking process refocuses attention on the role of the store and the service interaction. Finally, we highlight how this reflection models the customer journey, and contributes to defining new roles for the salesperson, making him or her an actor in the capture process.

Suggested Citation

  • Anne Dietrich & Léna Masson, 2021. "The staging of the service relationship. The salesman's role at stake [La mise en scène de la relation de service. Le rôle du vendeur en question]," Post-Print hal-03382804, HAL.
    • Handle: RePEc:hal:journl:hal-03382804
    Note: View the original document on HAL open archive server: https://hal.science/hal-03382804
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    References listed on IDEAS

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    1. Mathieu Hocquelet & Marlène Benquet & Cédric Durand & Stéphanie Laguérodie, 2016. "Les crises de la grande distribution," Revue française de socio-Economie, La découverte, vol. 0(1), pages 19-35.
    2. Matthieu Hocquelet & Marlène Benquet & Cédric Durand & Stéphanie Laguérodie, 2016. "Les crises de la grande distribution. Introduction au dossier," Post-Print hal-01253908, HAL.
    3. Philippe Moati, 2016. "Vers la fin de la grande distribution ?," Revue française de socio-Economie, La découverte, vol. 0(1), pages 99-118.
    4. Bernard Cova & V. Cova, 2009. "Les figures du nouveau consommateur: une genese de la gouvernementalite du consommateur," Post-Print hal-01822701, HAL.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    salesman; Relation de service; interaction; sensemaking; vendeur; plateformisation; Service relationship; platformization;
    All these keywords.

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