IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-01133663.html
   My bibliography  Save this paper

Expériences voulues et expériences vécues dans les centres commerciaux : le cas du Val d'Europe

Author

Listed:
  • Rola Hussant-Zébian

    (IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12)

  • Shérazade Gatfaoui

    (IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12)

Abstract

Pour répondre aux nouvelles attentes des clients (expérience gratifiante, valeurs d'authenticité, de convivialité, de praticité et de services) et améliorer la fréquentation des centres commerciaux, il devient nécessaire de réinventer et de repenser ces lieux de services. Dans cette optique, ce chapitre met en avant les leviers qu'il est possible de mobiliser pour donner du sens à l'expérience du client. Une étude comparative, fondée sur l'anthropologie visuelle, entre les expériences voulues par les concepteurs du centre commercial du Val d'Europe 1 , et les expériences vécues par les visiteurs de ce lieu, montre un écart de perception du message. Cette recherche tente d'apporter des éléments de réponse à la compréhension de ces divergences et à leurs conséquences sur l'expérience vécue par les visiteurs et sur la fréquentation des lieux de services.

Suggested Citation

  • Rola Hussant-Zébian & Shérazade Gatfaoui, 2015. "Expériences voulues et expériences vécues dans les centres commerciaux : le cas du Val d'Europe," Post-Print hal-01133663, HAL.
    • Handle: RePEc:hal:journl:hal-01133663
    Note: View the original document on HAL open archive server: https://hal.science/hal-01133663
    as

    Download full text from publisher

    File URL: https://hal.science/hal-01133663/document
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Olivier Badot & Jean-François Lemoine & Christophe Carrier & Laurence Graillot & Dominique Roux & Nadège Corrion & Yann Lohr & Jean-Marie Hazebroucq & Isabelle Raugel, 2007. "De l'expérience en « hyperréalité » à l'expérience en « hypermonde » : élucubrations suite à une Odyssée ethnomarketing et introspective à Las Vegas," Post-Print halshs-00268916, HAL.
    2. Marc Filser, 2004. "La stratégie de la distribution : des interrogations managériales aux contributions académiques," Post-Print halshs-00008356, HAL.
    3. Christèle Camelis, 2008. "Le contenu de l'expérience de service du point de vue du consommateur," Post-Print hal-02288918, HAL.
    4. Fatim-Zohra Benmoussa & Boris Maynadier, 2013. "Brand Storytelling: entre doute et croyance. Une étude des récits de la marque Moleskine," Post-Print hal-02396367, HAL.
    5. Kiane Goudarzi & Pierre Eiglier, 2006. "La socialisation organisationnelle du client dans les entreprises de service: concept et dimensions," Post-Print hal-02023878, HAL.
    6. Véronique Aubert-Gamet & Bernard Cova, 1999. "Servicescapes: From Modern Non-Places to Postmodern Common Places," Post-Print hal-02062421, HAL.
    7. R. Ladwein & M. Ouvry, 2007. "Entre recherche et production d'expérience dans les environnements commerçants : l'expérience vécue," Post-Print hal-00199096, HAL.
    8. Aubert-Gamet, Veronique & Cova, Bernard, 1999. "Servicescapes: From Modern Non-Places to Postmodern Common Places," Journal of Business Research, Elsevier, vol. 44(1), pages 37-45, January.
    9. Pierre Volle, 2000. "Etudes et recherches sur la distribution," Post-Print halshs-00151275, HAL.
    10. Christian Derbaix & Marc Filser, 2010. "L'affectif dans les comportements d'achat et de consommation," Post-Print hal-01446174, HAL.
    11. Marc Filser & Véronique Plichon, 2004. "La valeur du comportement de magasinage. Statut théorique et apports au positionnement de l'enseigne," Revue française de gestion, Lavoisier, vol. 158(1), pages 29-43.
    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. Massa, Silvia & Testa, Stefania, 2011. "Beyond the conventional-specialty dichotomy in food retailing business models: An Italian case study," Journal of Retailing and Consumer Services, Elsevier, vol. 18(5), pages 476-482.
    2. Arne K. Albrecht & Gianfranco Walsh & Simon Brach & Dwayne D. Gremler & Erica Herpen, 2017. "The influence of service employees and other customers on customer unfriendliness: a social norms perspective," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 827-847, November.
    3. Christine Gonzalez & Élodie Huré & Karine Picot-Coupey, 2013. "Mobile application value for consumers," Economics Working Paper Archive (University of Rennes 1 & University of Caen) 201340, Center for Research in Economics and Management (CREM), University of Rennes 1, University of Caen and CNRS.
    4. Morone, Andrea & Nemore, Francesco & Schirone, Dario Antonio, 2018. "Sales impact of servicescape's rational stimuli: A natural experiment," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 256-262.
    5. Alain Debenedetti & Harmen Oppewal & Zeynep Arsel, 2014. "Place Attachment in Commercial Settings: A Gift Economy Perspective," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 40(5), pages 904-923.
    6. Touchstone, Ellen E. & Koslow, Scott & Shamdasani, Prem N. & D'Alessandro, Steven, 2017. "The linguistic servicescape: Speaking their language may not be enough," Journal of Business Research, Elsevier, vol. 72(C), pages 147-157.
    7. Morone, Andrea & Nemore, Francesco & Schirone, Dario Antonio, 2018. "Sales impact of servicescape’s emotional and rational stimuli: a survey study," MPRA Paper 85112, University Library of Munich, Germany.
    8. Dennis, Charles & Newman, Andrew & Michon, Richard & Josko Brakus, J. & Tiu Wright, Len, 2010. "The mediating effects of perception and emotion: Digital signage in mall atmospherics," Journal of Retailing and Consumer Services, Elsevier, vol. 17(3), pages 205-215.
    9. Rebecca Wickes & Renee Zahnow & Jonathan Corcoran & John R Hipp, 2019. "Neighbourhood social conduits and resident social cohesion," Urban Studies, Urban Studies Journal Limited, vol. 56(1), pages 226-248, January.
    10. Huré, Elodie & Picot-Coupey, Karine & Ackermann, Claire-Lise, 2017. "Understanding omni-channel shopping value: A mixed-method study," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 314-330.
    11. Sowińska-Świerkosz, Barbara & Soszyński, Dawid, 2022. "Spatial indicators as a tool to support the decision-making process in relation to different goals of rural planning," Land Use Policy, Elsevier, vol. 119(C).
    12. Torik Holmes & Josi Fernandes & Teea Palo, 2021. "‘Spatio-market practices’: conceptualising the always spatial dimensions of market making practices," AMS Review, Springer;Academy of Marketing Science, vol. 11(3), pages 316-335, December.
    13. Morone, Andrea & Nemore, Francesco & Schirone, Dario Antonio, 2018. "Sales impact of servicescape’s rational stimuli: a natural field experiment," MPRA Paper 85113, University Library of Munich, Germany.
    14. Lindberg, Ulla & Salomonson, Nicklas & Sundström, Malin & Wendin, Karin, 2018. "Consumer perception and behavior in the retail foodscape–A study of chilled groceries," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 1-7.
    15. Wei, Wei & Lu, Ying (Tracy) & Miao, Li & Cai, Liping A. & Wang, Chen-ya, 2017. "Customer-customer interactions (CCIs) at conferences: An identity approach," Tourism Management, Elsevier, vol. 59(C), pages 154-170.
    16. Jieun Han & Hyo-Jin Kang & Gyu Hyun Kwon, 2018. "A Systematic Underpinning and Framing of the Servicescape: Reflections on Future Challenges in Healthcare Services," IJERPH, MDPI, vol. 15(3), pages 1-24, March.
    17. Eroglu, Sevgin & Michel, Géraldine, 2018. "The dark side of place attachment: Why do customers avoid their treasured stores?," Journal of Business Research, Elsevier, vol. 85(C), pages 258-270.
    18. Hietanen, Joel & Mattila, Pekka & Schouten, John W. & Sihvonen, Antti & Toyoki, Sammy, 2016. "Reimagining Society Through Retail Practice," Journal of Retailing, Elsevier, vol. 92(4), pages 411-425.
    19. Vorobjovas-Pinta, Oskaras, 2018. "Gay neo-tribes: Exploration of travel behaviour and space," Annals of Tourism Research, Elsevier, vol. 72(C), pages 1-10.
    20. Das, Gopal & Varshneya, Geetika, 2017. "Consumer emotions: Determinants and outcomes in a shopping mall," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 177-185.

    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-01133663. 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.