In industrialised services activities designed for customers, the success of the innovation depends on, besides the traditional factors used, the way the customer deals with the innovation, all the more so when the innovation introduced has modified the tasks conferred upon him in the service...

The driving training sector in France is subjected to an increasing interest from the French government. The regulator notably wonders about the performance of the training given by services companies. He plans to use more widely the driving test success rate indicator by enterprise to guide the...