La multiplication de nouveaux canaux de distribution, définis comme les interfaces entre les clients et l’entreprise, constitue une orientation stratégique majeure des en treprises de services. La banque de détail, en particulier, est fortement concernée par cette évolution puisque, en...

This paper aims at showing marketing and organizational impacts of the diversification of distribution channels, i.e. interfaces between distributor and consumer, on the service encounter between customers and a service firm in retail banking. Interactions between branches, the outgoing...

L’évolution des Technologies de l’Information et des Communications (TIC) et leur intégration dans les services rendus par les prestataires de services logistiques (PSL) ont entraîné une réduction des coûts, et encouragé une meilleure communication entre les PSL et leurs clients au...

Uncovering customer insights (CI) is indispensable for contemporary marketing strategies. The widespread availability of user-generated content (UGC) presents a unique opportunity for firms to gain a nuanced understanding of their customers. However, the size and complexity of UGC datasets pose...

Purpose – The purpose of this research is to explore the combining of marketing and organizational literature. This paper seeks to evaluate the relationships between multichannel coordination and customer participation, as seen through the lens of potential customer opportunism. It aims at...

Purpose – Noting that a fundamental tenet of service‐dominant (S‐D) logic is the co‐creation of value‐in‐use, this paper aims to explore the theoretical possibility that the interactions between service systems cannot only co‐create value, but also have adverse consequences leading...

Purpose Noting that resource integration is a pivotal dimension of value co-creation in Service-Dominant logic, this paper aims to explore how service employees engaged in co-creation processes with customers integrate the latter’s resources. Design/methodology/approach To address the...

Bien qu'elle soit encore assez peu usitée, la notion de capital immatériel représente une source non négligeable de création de valeur au sein des réseaux bancaires.Trois composantes distinctes mais interconnectées entre elles, sont à l'origine de ce concept.

The purpose of this research is to explore the combining of marketing and organizational literature. This paper seeks to evaluate the relationships between multichannel coordination and customer participation, as seen through the lens of potential customer opportunism. It aims at showing the...