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Les marchés de services informationnels : quelles garanties pour le client, consommateur ou partenaire ?

[fre] En matière de services informationnels, des décalages importants existent entre les attentes et les résultats. L'article en fournit une illustration. En réalité le client, consommateur ou partenaire, n'a que peu de garanties en ce qui concerne la qualité du produit. De multiples raisons expliquent ces décalages. Du fait de leur spécificité et de leur caractère immatériel, les services informationnels ne sont pas comparables et demeurent, dans une large mesure, indéterminés. Par ailleurs, le prestataire n'a pas d'obligation de résultat. Il en est ainsi en raison à la fois de la co-production et co-responsabilité du client, et de l'existence possible de facteurs exogènes, sur lesquels le prestataire n'a pas prise. À cela s'ajoutent des phénomènes généralisés de sélection adverse et de hasard moral, mais également des situations dans lesquelles il n'y a pas de résultat possible. L'article explore les solutions possibles. [eng] In the field of informational services, important gaps are observed between expectations and results. An illustration is given. As a matter of fact, the client, consumer or partner has only very limited guarantees as concerns the quality of the product. And this is because of different reasons. Because of their specificity and non material character, informational services are non comparable and remain, to a large extent, indeterminate. Furthermore, the service provider has no obligation for the result. This is due both to the co-production and co-responsability of the client/consumer and to the possible existence of external factors. To this must be added widespread adverse selection and moral hazard phenomena, and even situations in which no result can possibly be obtained. The paper examines the possible solutions.

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Article provided by Programme National Persée in its journal Revue d'économie industrielle.

Volume (Year): 86 (1998)
Issue (Month): 1 ()
Pages: 61-84

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Handle: RePEc:prs:recind:rei_0154-3229_1998_num_86_1_1732
Note: DOI:10.3406/rei.1998.1732
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