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Caractérisation des dispositifs d'interdépendance organisationnelle et mutualisation: le cas des centres d'appels virtuels

Author

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  • Cécile Clergeau

    (CRGNA - Centre de Recherche en Gestion Nantes Atlantique - IEMN-IAE Nantes - Institut d'Économie et de Management de Nantes - Institut d'Administration des Entreprises - Nantes - UN - Université de Nantes, LEN - Laboratoire d'économie de Nantes - IEMN-IAE Nantes - Institut d'Économie et de Management de Nantes - Institut d'Administration des Entreprises - Nantes - UN - Université de Nantes)

  • Rowe Frantz

    (CRGNA - Centre de Recherche en Gestion Nantes Atlantique - IEMN-IAE Nantes - Institut d'Économie et de Management de Nantes - Institut d'Administration des Entreprises - Nantes - UN - Université de Nantes)

Abstract

This article studies the characterization of IT enabled interorganizational interdependencies. It builds on the example of the telephone service provided by the branches collecting the Social Security contributions in France. Three forms for resources mutualizations have been identified: pooled interdependence,focused interdependence and mutual interdependence. The understanding of interdependence structure is analyzed with respect to three dimensions: technical, informational, organizational. The authors have accompanied the implementation of the most integrated form, that of mutual interedependence, in the case of a virtual call center. This case allowed to reflect upon the structurability of cooperation for service production and to charactrize three mutual interdependence models.

Suggested Citation

  • Cécile Clergeau & Rowe Frantz, 2005. "Caractérisation des dispositifs d'interdépendance organisationnelle et mutualisation: le cas des centres d'appels virtuels," Post-Print hal-04455760, HAL.
    • Handle: RePEc:hal:journl:hal-04455760
    DOI: 10.9876/sim.v10i3.180
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