Purpose – This paper aims at better understanding the intention to adopt service innovation in a business context by analyzing the nature of perceived value. Design/methodology/approach – This research uses Holbrook's approach on value, applied to a B2B context, in order to better understand the nature of the perceived value of a new service. A qualitative study on 33 firms is carried out through two steps: an exploratory stage and an understanding stage. Findings – The results show different aspects of the service innovation value in a business market, identify various recipients of this value, and underline how the level of newness in the service impacts the nature of perceived value. More generally, this research provides an analytical framework of service innovation value for a firm in a B2B market. Research limitations/implications – This study aims at broadening previous research that studied the perceived value of offerings in a B2B context by considering various types of perceived value of a service innovation. Also, Holbrook's frame of analysis was adapted to the B2B context. In order to make the conclusions more relevant, it would be necessary to enlarge the sample, introduce other service innovations and to carry out a quantitative study. Practical implications – To market their service innovation, companies can adopt a positioning on other criteria than price or quality/performance and communicate with various recipients. Originality/value – The paper highlights the diversity of components of service innovation value (not only economic and functional components but also emotional, symbolic, altruistic, interactional components of value).

Background Online communities for patients with chronic conditions are becoming healthcare providers. They gather to offer support and services, and to become a collective oppositional force. We found, however, that these communities and their collective power are rarely studied in the health services management literature, which focuses more on the empowering practices of healthcare professionals or patient participation. The aim of this study is thus to build a better understanding of the nature of patients’ collective empowerment and the processes underlying it. We carry out two exploratory qualitative studies to examine the motivations that drive chronically ill patients to engage in an individual and then collective empowerment process. Methods The first qualitative study involves four semi-structured interviews with experts. The second is a netnographic study carried out over a year on an online forum for people with thyroid disease. The latter has two phases: an immersion phase followed by one that traces the path of 21 forum members from their first message to their recognition as active members or even forum moderators. The data are analyzed through thematic and lexical content analyses. Results We were able to identify the different stages of the collective patient empowerment process and the criteria for progression though this process. Specifically, the first study sheds light on the unmet individual and collective needs of the patients. The second emphasizes the essential role of active contributors and their impact on the growth and power of the community. Conclusions This study looks at patient communities as a self-contained system and identifies the stages of collective empowerment that match the organization’s declared priorities: community, collaborative, productive, and societal. These results should help health professionals better take these online communities into account in patient care, improving their practices, and carrying out their policies. We call for future research into collective empowerment and its influence on patient behavior, the transformation of healthcare institutions, and the health services market.

Dans la lignée de travaux menés en recherche opérationnelle, le management logistique se réduit trop souvent encore à l'étude approfondie d'un ensemble de techniques (transport, gestion des stocks, manutention des produits…). L'objectif de l'article est de montrer qu'une autre approche, privilégiant la dynamique des canaux de distribution, est envisageable. En effet, les relations inter-organisationnelles qui lient industriels et distributeurs revêtent des dimensions logistiques dont il est possible d'aborder les enjeux stratégiques à partir d'un certain nombre de modèles économiques et comportementaux.

Co-décideur de son traitement, co-rédacteur des lois, le patient est sorti du silence et de l’invisibilité. Sa prise de pouvoir s’étend à la production de connaissances et de solutions nouvelles. Cet article propose une meilleure compréhension du processus d’empowerment du patient chronique. Après une revue de littérature multidisciplinaire autour des concepts d’empowerment et de Patient-Centered-Care, une étude exploratoire a été réalisée auprès de quatre experts. Elle conduit à l’identification de quatre phases structurant le processus d’empowerment du patient : individuel, collectif, collaboratif et productif. Phénomène social, l’empowerment des patients transforme la relation de soin en une nouvelle alliance plus symétrique.

This study proposes a conceptual model for understanding the impact of telepresence in an online ad on the process of forming attitudes towards the product. The model takes the traditional experiential approach as its frame of reference. It formulates two interdependent attitude formation processes in a telepresence situation: the first cognitive, the second affective. The model is tested by means of a quasi-experiment. The results confirm the hypotheses of direct and indirect causality among the variables comprising the two processes. This causal analysis allows us to carry out a conceptual diagnosis and to make various recommendations.

L'objectif de cet article est de proposer une réflexion quant à l'appropriation par les banques de l'approche relationnelle du client. Après avoir montré l'adéquation entre le marketing relationnel et ce secteur, nous observons les évolutions du métier de banquier qui élargissent ses activités au-delà de son domaine traditionnel. Ces changements nous conduisent à nous interroger sur la volonté réelle des enseignes bancaires à placer le client et la relation-client au coeur de leurs préoccupations.

Un grand nombre d'entreprises mène aujourd'hui des stratégies relationnelles dont l'objectif est d'accroître la fidélité de leurs clients. Ces stratégies conduisent parfois à créer une dépendance pour le consommateur. Les auteurs étudient le comportement des acteurs et le cadre juridique assurant l'équité dans les relations.

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