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

Author

Listed:
  • 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)

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.

Suggested Citation

  • 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.
    • Handle: RePEc:hal:journl:halshs-01153113
    Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-01153113
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    1. Prem Shamdasani & Avinandan Mukherjee & Neeru Malhotra, 2008. "Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies," The Service Industries Journal, Taylor & Francis Journals, vol. 28(1), pages 117-138, January.
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    5. Jean-François Notebaert, 2009. "La relation client sur Internet : les banques mettent leurs clients au travail," Post-Print hal-00424050, HAL.
    6. Philippe Aurier & Yves Evrard & Gilles N'Goala, 2004. "Comprendre et mesurer la valeur du point de vue du consommateur," Post-Print hal-02023028, HAL.
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    Cited by:

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    2. Madiha Bendjaballah, 2022. "New forms of connected customer/connected salesperson communication," Post-Print hal-03542748, HAL.
    3. 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.
    4. 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.
    5. 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.
    6. 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.
    7. 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).

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    Keywords

    valeur perçue; servuction; Self-Service Technologies; consommation;
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