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Le design des services

Author

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  • Veronique Cova

    (ERMMES - Laboratoire d'Etudes et de Recherche Méditerranéennes en Management des Entreprises - UTLN - Université de Toulon)

Abstract

Traditionnellement orienté vers les objets et vers la matière, le design peut-il s'envisager pour les services, c'est-à-dire pour de l'immatériel par définition ? C'est ce à quoi cet article se propose de répondre. Un panorama des différentes acceptions du design des services met en évidence une intention fédératrice caractéristique de la pensée design. Une relecture des fondamentaux en service permet de dégager les trois dimensions du design des services. Un modèle organise la réflexion et propose une conceptualisation du design des services.

Suggested Citation

  • Veronique Cova, 2004. "Le design des services," Post-Print halshs-02919443, HAL.
    • Handle: RePEc:hal:journl:halshs-02919443
    DOI: 10.7193/DM.034.29.40
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    Cited by:

    1. Yves Cinotti, 2007. "Service Encounters: Proposition of a Typology [Proposition d'une typologie des rencontres de service]," Post-Print hal-03324797, HAL.
    2. Hajer Bachouche & Ouidade Sabri, 2019. "Empowerment in Marketing: Synthesis, Critical Review, and Agenda for Future Research," Working Papers 2019-001, Department of Research, Ipag Business School.
    3. Hajer Bachouche & Ouidade Sabri, 2019. "Empowerment in marketing: synthesis, critical review, and agenda for future research," AMS Review, Springer;Academy of Marketing Science, vol. 9(3), pages 304-323, December.
    4. Hajer Bachouche & Ouidade Sabri-Zaaraoui, 2017. "Are all customer empowerment strategies equally beneficial? The role of brand familiarity and type of empowerment strategies," Post-Print hal-01619956, HAL.

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