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Usage déviant et dynamique d'évolution d'une offre de service

Author

Listed:
  • Florence Charue-Duboc

    (CRG - Centre de recherche en gestion - X - École polytechnique - CNRS - Centre National de la Recherche Scientifique)

  • Laure Amar

    (CRG - Centre de recherche en gestion - X - École polytechnique - CNRS - Centre National de la Recherche Scientifique)

  • Anne-France Kogan

    (Mines Nantes - Mines Nantes)

  • Nathalie Raulet-Croset

    (CRG - Centre de recherche en gestion - X - École polytechnique - CNRS - Centre National de la Recherche Scientifique, IAE Paris - Sorbonne Business School)

Abstract

The analysis of the deployment of an innovation combining technology with a service (teleassistance for the agèd) focuses on changes in the way the innovation is used. Thanks to a system installed in their homes, the elderly are, in case of need, able to easily contact a call center. Operators at the call center have to deal with uses of the system that deviate from the initial purpose of helping persons who fall and injure themselves.

Suggested Citation

  • Florence Charue-Duboc & Laure Amar & Anne-France Kogan & Nathalie Raulet-Croset, 2011. "Usage déviant et dynamique d'évolution d'une offre de service," Post-Print hal-00657271, HAL.
    • Handle: RePEc:hal:journl:hal-00657271
    as

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