Essec\Faculty\Model\Contribution {#2216
  #_index: "academ_contributions"
  #_id: "8444"
  #_source: array:26 [
    "id" => "8444"
    "slug" => "the-customers-relative-importance-in-the-design-development-and-implementation-of-new-services-an-empirical-investigation"
    "yearMonth" => "1992-05"
    "year" => "1992"
    "title" => "The Customer's Relative Importance in the Design, Development, and Implementation of New Services : An Empirical Investigation"
    "description" => "PRAS, B., DUSSART, C. et JALLAT, F. (1992). <i>The Customer's Relative Importance in the Design, Development, and Implementation of New Services : An Empirical Investigation</i>. ESSEC Business School."
    "authors" => array:3 [
      0 => array:3 [
        "name" => "PRAS Bernard"
        "bid" => "B00000433"
        "slug" => "pras-bernard"
      ]
      1 => array:1 [
        "name" => "DUSSART C."
      ]
      2 => array:1 [
        "name" => "JALLAT F."
      ]
    ]
    "ouvrage" => ""
    "keywords" => []
    "updatedAt" => "2020-12-17 21:00:33"
    "publicationUrl" => null
    "publicationInfo" => array:3 [
      "pages" => null
      "volume" => null
      "number" => null
    ]
    "type" => array:2 [
      "fr" => "Documents de travail"
      "en" => "Working Papers"
    ]
    "support_type" => array:2 [
      "fr" => "Editeur"
      "en" => "Publisher"
    ]
    "countries" => array:2 [
      "fr" => null
      "en" => null
    ]
    "abstract" => array:2 [
      "fr" => "L'objet de cet article est d'étudier l'influence du consommateur sur la performance innovatrice dans le secteur des services. Les recherches précédentes se sont centrées sur le rôle et l'importance du contact personnel dans les entreprises de service, mais le rôle du consommateur en tant que tel a été négligé. Sur un échantillon de 52 entreprises de services appartenant à quatre secteurs, il apparaît que le consommateur ait un impact significatif sur la performance des nouveaux services, alors que ceux du contact personnel et des caractéristiques managériales varient d'une industrie à l'autre."
      "en" => "The purpose of this research is to study the customer's relative impact on innovation performance within the service sector. In fact, previous research has focused mainly and almost exclusively on the role and the importance of contact personnel and service organization. The customer's impact has been approached only in an incidental way. In a sample of 52 French service organizations taken from four major industries (hotel and restaurant trades, retail credit cards and life insurance), a non-parametric analysis of results shows that the customer is the main source of positive impact on the performance of new services. On the other hand, the impact of both contact personnel and managerial operations varies from one industry to another."
    ]
    "authors_fields" => array:2 [
      "fr" => "Marketing"
      "en" => "Marketing"
    ]
    "indexedAt" => "2024-12-22T11:21:42.000Z"
    "docTitle" => "The Customer's Relative Importance in the Design, Development, and Implementation of New Services : An Empirical Investigation"
    "docSurtitle" => "Working Papers"
    "authorNames" => "<a href="/cv/pras-bernard">PRAS Bernard</a>, DUSSART C., JALLAT F."
    "docDescription" => "<span class="document-property-authors">PRAS Bernard, DUSSART C., JALLAT F.</span><br><span class="document-property-authors_fields">Marketing</span> | <span class="document-property-year">1992</span>"
    "keywordList" => ""
    "docPreview" => "<b>The Customer's Relative Importance in the Design, Development, and Implementation of New Services : An Empirical Investigation</b><br><span>1992-05 | Working Papers </span>"
    "docType" => "research"
    "publicationLink" => "<a href="#" target="_blank">The Customer's Relative Importance in the Design, Development, and Implementation of New Services : An Empirical Investigation</a>"
  ]
  +lang: "en"
  +"_type": "_doc"
  +"_score": 9.10535
  +"parent": null
}