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Servuction et téléphonie mobile

Author

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  • Marie-Christine Monnoyer-Longé

    (Universite Montesquieu — Bordeaux IV)

Abstract

Parce qu'elle développe, quelle que soit la localisation physique des acteurs, l'aisance du recours à la communication orale entre le client et le prestataire, mais aussi entre les différents salariés et actifs de l'entreprise, la téléphonie mobile dynamise implicitement le rôle de l'échange oral dans la servuction. Considérée comme une innovation faisant l'objet d'un nécessaire processus d'intégration itératif, l'usage de la téléphonie mobile conduit certains prestataires à remettre en cause les formes de la participation du client au processus de servuction et les modalités de travail du personnel.

Suggested Citation

  • Marie-Christine Monnoyer-Longé, 1998. "Servuction et téléphonie mobile," Post-Print halshs-02925809, HAL.
    • Handle: RePEc:hal:journl:halshs-02925809
    DOI: 10.7193/DM.014.45-54
    as

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