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La technologie : Maître ou esclave de la distribution des services ?

Author

Listed:
  • Christopher Lovelock

    (INSEAD - Institut Européen d'administration des Affaires)

  • Denis Lapert

    (ESC PAU - Ecole Supérieure de Commerce, Pau Business School)

Abstract

Une performance accrue dans les processus de distribution de services dépend de plus en plus d'un usage stratégique de la technologie, en particulier de l'intégration des ordinateurs et des télécommunications. Les outils, les méthodes et les technologies d'information offrent de multiples opportunités pour un service plus rapide, pour de meilleures conditions de service, pour une information accrue et pour d'autres éléments à valeur ajoutée. Les managers doivent cependant se rappeler que la technologie est au service des consommateurs et des employés, pas le contraire ! La recommandation pour les technologies d'information est de penser de manière holistique, de sorte que chaque application au sein d'un processus donné crée une véritable amélioration, tout en s'intégrant de façon cohérente dans un réseau d'information plus large qui réunit plus étroitement l'organisation à ses clients et fournisseurs.

Suggested Citation

  • Christopher Lovelock & Denis Lapert, 1996. "La technologie : Maître ou esclave de la distribution des services ?," Post-Print halshs-02926374, HAL.
    • Handle: RePEc:hal:journl:halshs-02926374
    DOI: 10.7193/DM.008.07.21
    as

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