Co-production models and organizational control of deviant customer behavior : the example of peer-to-peer car-sharing

Abstract : This paper presents exploratory research in which three French peer-to-peer car-sharing companies are studied in terms of how they handle their co-production service models and control deviant customer behavior. The study draws on a theoretical framework based on the literature on customer involvement in service co-production, on deviant customer behavior management, and on the general typology of organizational modes of control proposed by Chiapello (1996). Three co-production models related to three control patterns of consumer behavior are identified. First, the transactional model of industrial co-production is associated with strong, highly instrumented control exercised by the organization. Second, the model of relational co-production is associated with control by the market and delegation to consumers. Third, the model of community co-production is associated with strong control based on the community itself. The paper concludes by discussing the strong links that may exist between co-production systems, control systems and business models for each of the companies studied.
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Pénélope Codello-Guijarro, Muriel Jougleux, Carole Camisullis, Mathias Szpirglas. Co-production models and organizational control of deviant customer behavior : the example of peer-to-peer car-sharing. 12th International research conference in service management, Aix Marseille Graduate School of Management, May 2012, La Londe les Maures, France. ⟨hal-01122938⟩

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