Les représentations managériales des compétences du consommateur : la co-création de valeur est-elle toujours possible ? Le cas des consommateurs d'énergie
This article discuses the notion of value co-creation carried by the current of Service-Dominant Logic (S-DL) and the concept of consumer competence it suggests. This critical approach is illustrated by the results of a longitudinal study based on phenomenological interviews with EDF Group (Electricity of France) employees. The main objective is to determine the way EDF Group employees perceive the competencies of their consumers. The data analysis reveals four figures illustrating each customer's dimensions of competency or incompetency as perceived by managers: myopic, ignorant, uncreative and organizer of company resources. Although, the holders of the S-DL argue that the consumer is always competent, the results show that the consumer is not competent, or at least partly only if his competencies are recognized by the company: the implementation of a customer co-orientation policy is thereby affected.
|Date of creation:||18 May 2011|
|Publication status:||Published in Association Française de Marketing, May 2011, Bruxelles, Belgium. pp.1-22, 2011|
|Note:||View the original document on HAL open archive server: https://halshs.archives-ouvertes.fr/halshs-00597672|
|Contact details of provider:|| Web page: https://hal.archives-ouvertes.fr/|
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- Alba, Joseph W & Hutchinson, J Wesley, 1987. " Dimensions of Consumer Expertise," Journal of Consumer Research, Oxford University Press, vol. 13(4), pages 411-454, March.
- Berthon, Pierre R. & Pitt, Leyland F. & McCarthy, Ian & Kates, Steven M., 2007. "When customers get clever: Managerial approaches to dealing with creative consumers," Business Horizons, Elsevier, vol. 50(1), pages 39-47.
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