IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-03398824.html
   My bibliography  Save this paper

Les nouvelles formes de communication client connecté/vendeur connecté : Exploration des effets sur les dimensions de l’experience client

Author

Listed:
  • Madiha Bendjaballah

    (CEREFIGE - Centre Européen de Recherche en Economie Financière et Gestion des Entreprises - UL - Université de Lorraine)

Abstract

Ces dernières années, les points de vente se sont engagés dans un processus de digitalisation pour accompagner le client dans ses nouvelles habitudes de shopping et lui permettre une continuité entre son parcours d'achat virtuel et réel. Pour cela, nombre d'outils digitaux sont utilisés par les enseignes : écrans géants, technologie 3D, tablettes numériques en libre-service ou tablettes utilisées par les vendeurs…De nombreuses recherches ont été menées sur la digitalisation des points de vente, mais rares sont celles qui analysent la dyade client connecté/vendeur connecté. Par ailleurs, une seule étude, à notre connaissance, s'est intéressée à l'impact du digital sur les interactions client/vendeur. Cette thèse tente d'apporter un éclairage à cette délicate question en s'intéressant plus particulièrement à l'utilisation de l'instrument digital analysé dans une situation d'activité. L'instrument n'est pas analysé au travers de ses fonctions mais en tant que moyen d'action pour le client ou le vendeur et au travers des situations d'activités dans lesquelles il s'inscrit. Nous nous inscrivons ainsi dans une relation triadique ou tripolaire qui intègre l'instrument digital comme troisième pôle entre le sujet et l'objet.

Suggested Citation

  • Madiha Bendjaballah, 2021. "Les nouvelles formes de communication client connecté/vendeur connecté : Exploration des effets sur les dimensions de l’experience client," Post-Print hal-03398824, HAL.
  • Handle: RePEc:hal:journl:hal-03398824
    Note: View the original document on HAL open archive server: https://hal.science/hal-03398824
    as

    Download full text from publisher

    File URL: https://hal.science/hal-03398824/document
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Berry, Leonard L. & Gresham, Larry G., 1986. "Relationship retailing: transforming customers into clients," Business Horizons, Elsevier, vol. 29(6), pages 43-47.
    2. Rémi Mencarelli & Arnaud Rivière, 2014. "La participation du client dans un contexte de self-service technologies . Une approche par la valeur perçue," Revue française de gestion, Lavoisier, vol. 0(4), pages 13-30.
    3. Czepiel, John A., 1990. "Service encounters and service relationships: Implications for research," Journal of Business Research, Elsevier, vol. 20(1), pages 13-21, January.
    4. Pantano, Eleonora & Naccarato, Giuseppe, 2010. "Entertainment in retailing: The influences of advanced technologies," Journal of Retailing and Consumer Services, Elsevier, vol. 17(3), pages 200-204.
    5. I. Collin-Lachaud & Régine Vanheems, 2016. "Naviguer entre espaces virtuel et reel pour faire ses achats: exploration de lexperience de shopping hybride," Post-Print hal-01301978, HAL.
    6. Rémi Mencarelli & Arnaud Riviere, 2014. "La participation du client dans un contexte de self-service technologies : une approche par la valeur perçue," Post-Print halshs-01153113, HAL.
    7. repec:dau:papers:123456789/12823 is not listed on IDEAS
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Madiha Bendjaballah, 2022. "New forms of connected customer/connected salesperson communication," Post-Print hal-03542748, HAL.
    2. Fidan Kurtaliqi & Caroline Lancelot Miltgen & Gaelle Pantin-Sohier, 2019. "The perceived value of mobile apps that assist in-store purchasing: A hybrid cost-benefit approach [Valeur perçue des applications mobiles d’aide à l’achat en magasin : une approche hybride par les," Post-Print hal-03556282, HAL.
    3. Madiha Bendjaballah & Christian Dianoux & Sandrine Heitz-Spahn, 2022. "Vers une communication client/vendeur médiatisée par l'usage de l'instrument digital," Post-Print hal-03542762, HAL.
    4. Nedjma Bernoussi & Lucie Sirieix, 2019. "L’impact des attributs et indicateurs de qualité sur le comportement d’achat d’un produit alimentaire : une approche exploratoire, par la valeur perçue et l’authenticité perçue : cas de l’huile d’oliv," Post-Print hal-02299679, HAL.
    5. Benamar, Lamya & Balagué, Christine & Zhong, Zeling, 2020. "Internet of Things devices appropriation process: The Dynamic Interactions Value Appropriation (DIVA) framework," Technovation, Elsevier, vol. 89(C).
    6. Edwards, Chase J. & Bendickson, Joshua S. & Baker, Brent L. & Solomon, Shelby J., 2020. "Entrepreneurship within the history of marketing," Journal of Business Research, Elsevier, vol. 108(C), pages 259-267.
    7. Willems, Kim & Smolders, Annelien & Brengman, Malaika & Luyten, Kris & Schöning, Johannes, 2017. "The path-to-purchase is paved with digital opportunities: An inventory of shopper-oriented retail technologies," Technological Forecasting and Social Change, Elsevier, vol. 124(C), pages 228-242.
    8. Longinos Marín & Alicia Rubio & Salvador Ruiz de Maya, 2012. "Competitiveness as a Strategic Outcome of Corporate Social Responsibility," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 19(6), pages 364-376, November.
    9. Henri Isaac, 1998. "Les normes de qualité dans les services professionnels: une lecture des pratiques à travers la théorie des conventions," Revue Finance Contrôle Stratégie, revues.org, vol. 1(2), pages 89-112, June.
    10. Yinglu Sun & Wei Xue & Subir Bandyopadhyay & Dong Cheng, 2022. "WeChat mobile-payment-based smart retail customer experience: an integrated framework," Information Technology and Management, Springer, vol. 23(2), pages 77-94, June.
    11. Herington, Carmel & Johnson, Lester W. & Scott, Don, 2009. "Firm-employee relationship strength--A conceptual model," Journal of Business Research, Elsevier, vol. 62(11), pages 1096-1107, November.
    12. Domina, Tanya & Lee, Seung-Eun & MacGillivray, Maureen, 2012. "Understanding factors affecting consumer intention to shop in a virtual world," Journal of Retailing and Consumer Services, Elsevier, vol. 19(6), pages 613-620.
    13. Lee, Wei-Long & Liu, Chih-Hsing & Tseng, Tzu-Wen, 2022. "The multiple effects of service innovation and quality on transitional and electronic word-of-mouth in predicting customer behaviour," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    14. Wang, Huanzhang & Kim, Kyung Hoon & Ko, Eunju & Liu, Honglei, 2016. "Relationship between service quality and customer equity in traditional markets," Journal of Business Research, Elsevier, vol. 69(9), pages 3827-3834.
    15. Marshall, Roger & Huan, Tzung-Cheng (T.C.) & Xu, Yingzi & Nam, Inwoo, 2011. "Extending prospect theory cross-culturally by examining switching behavior in consumer and business-to-business contexts," Journal of Business Research, Elsevier, vol. 64(8), pages 871-878, August.
    16. Marie-Catherine Paquier & Martine Deparis & Mariem El Euch Maalej, 2020. "L’expérience vécue en gare par les voyageurs mobiquitaires : caractéristiques et dimensions," Post-Print hal-03694396, HAL.
    17. Alisa Frik & Luigi Mittone, 2016. "Factors Influencing the Perceived Websites' Privacy Trustworthiness and Users' Purchase Intentions," CEEL Working Papers 1609, Cognitive and Experimental Economics Laboratory, Department of Economics, University of Trento, Italia.
    18. Mohammed Wamique Hisam & Shouvik Sanyal & Moinuddin Ahmad, 2016. "The Impact of Service Quality on Customer Satisfaction: A Study on Selected Retail Stores in India," International Review of Management and Marketing, Econjournals, vol. 6(4), pages 851-856.
    19. Libh Anthony L. Limama & Fatma M. Idris & Roderick C. Rodriguez & Gladys B. Ave & Alberto N. Bandiola, 2022. "Service Quality of an Educational Institution Office Employees: Basis For A Proposed Training Design," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 6(1), pages 23-45, January.
    20. Shaghayegh Rahnama & Adriana Cortez & Andres Monzon, 2024. "Navigating Passenger Satisfaction: A Structural Equation Modeling–Artificial Neural Network Approach to Intercity Bus Services," Sustainability, MDPI, vol. 16(11), pages 1-33, May.

    More about this item

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:hal-03398824. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.