Sandrine Ansart

Co-production of the car as a 'service': involving customers in the value chain

This article is dealing with a possible scenario for the future of the automobile thanks to the shift from an artefact vision to a services vision by which the customer might be involved as a true partner in the design of cars. This paper is therefore quite speculative but is challenging the supposedly stabilised relationship between the OEMs and their ultimate clients.

What relationship does the French car industry have with its clients? The customer-experience concept applied to the websites of two manufacturers

The automotive industry, like many other manufacturing industries, moves progressively from product-based to service-based processes. Some industries have operated this shift through the concept of customer experience to fully understand and give value to the whole producer-customer interaction. This exploratory study aims to apply such a concept to the car industry. It will focus on the websites of two large French OEMs, insofar as websites represent new ways to improve the producer-customer relationship. The purpose is to assess whether the concept of customer experience can be efficient for evaluating the maturity of the OEMs and for managing the service throughout the whole interaction process with their customers.

Coopératives et pluralisme institutionnel - La thèse revisitée de la banalisation des banques coopératives en France

This article revisits the thesis of the routinization of cooperative banks in France. The first section discusses the thesis of banalization and institutional isomorphism, resituating the terms of the debate through an institutionalist approach based on the institutional diversity of the organizations. The second section demonstrates, from a historical perspective, the institutional dynamics of cooperative banks and their ability to adapt to institutional constraints.