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Vers une définition de la transparence perçue de la relation client sur les canaux digitaux

Author

Listed:
  • Audrey Portes

    (MRM - Montpellier Research in Management - UPVD - Université de Perpignan Via Domitia - UM - Université de Montpellier)

  • Anne-Sophie Cases

    (MRM - Montpellier Research in Management - UPVD - Université de Perpignan Via Domitia - UM - Université de Montpellier)

  • Gilles N’goala

    (MRM - Montpellier Research in Management - UPVD - Université de Perpignan Via Domitia - UM - Université de Montpellier)

Abstract

Cette recherche propose de définir le concept de transparence perçue des pratiques relationnelles sur les canaux digitaux. Un état de l'art sur le concept a été mené et complété par une étude qualitative exploratoire en deux temps afin de mieux comprendre la transparence transmise et applicable par les entreprises et la transparence perçue et attendue par les utilisateurs. Des entretiens ont été menés avec des managers et fondateurs d'entreprises, puis, des entretiens d'utilisateurs ont été réalisés. L'analyse de contenu a permis de spécifier les sous-dimensions de la transparence et d'en déduire les pratiques attendues par les utilisateurs et celles envisagées ou mises en place par les entreprises.

Suggested Citation

  • Audrey Portes & Anne-Sophie Cases & Gilles N’goala, 2017. "Vers une définition de la transparence perçue de la relation client sur les canaux digitaux," Post-Print hal-04533109, HAL.
    • Handle: RePEc:hal:journl:hal-04533109
    DOI: 10.3917/mav.094.0105
    as

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