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Usage déviant et dynamique d'évolution d'une offre de service : le cas de la téléassistance pour les personnes âgées

Abstract : The analysis of the deployment of an innovation combining technology with a service (teleassistance for the agèd) focuses on changes in the way the innovation is used. Thanks to a system installed in their homes, the elderly are, in case of need, able to easily contact a call center. Operators at the call center have to deal with uses of the system that deviate from the initial purpose of helping persons who fall and injure themselves.
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https://hal.archives-ouvertes.fr/hal-00657271
Contributor : Centre de Recherche En Gestion Crg <>
Submitted on : Friday, January 6, 2012 - 11:00:55 AM
Last modification on : Friday, March 19, 2021 - 9:58:04 AM

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  • HAL Id : hal-00657271, version 1

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Florence Charue-Duboc, Laure Amar, Anne-France Kogan, Nathalie Raulet-Croset. Usage déviant et dynamique d'évolution d'une offre de service : le cas de la téléassistance pour les personnes âgées. Gérer et Comprendre. Annales des Mines - Annales des mines. Gérer et comprendre - Gérer & comprendre, Eska, 2011, pp.17-27. ⟨hal-00657271⟩

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