Caractérisation des dispositifs d'interdépendance organisationnelle et mutualisation : le cas des centres d'appels virtuels
Keywords:
Inter-organizational information system, Interdependance, Mutualization,Abstract
This article studies the characterization of IT enabled interorganizational interdependencies. It builds on the example of the telephone service provided by the branches collecting the Social Security contributions in France. Three forms for resources mutualizations have been identified: pooled interdependence,focused interdependence and mutual interdependence. The understanding of interdependence structure is analyzed with respect to three dimensions: technical, informational, organizational. The authors have accompanied the implementation of the most integrated form, that of mutual interedependence, in the case of a virtual call center. This case allowed to reflect upon the structurability of cooperation for service production and to charactrize three mutual interdependence models.How to Cite
Issue
Section
License
The author bears the responsibility for checking whether material submitted is subject to copyright or ownership rights (e.g. figures, tables, photographs, illustrations, trade literature and data). The author will need to obtain permission to reproduce any such items, and include these permissions with their final submission.
It is our policy to ask all contributors to transfer for free the copyright in their contribution to the journal owner. There are two broad reasons for this:
- ownership of copyright by the journal owner facilitates international protection against infringement of copyright, libel or plagiarism;
- it also ensures that requests by third parties to reprint or reproduce a contribution, or part of it, in either print or electronic form, are handled efficiently in accordance with our general policy which encourages dissemination of knowledge within the framework of copyright.
In conformity with the French law, the author keeps the 'moral rights' related to the article:
- The 'authorship right': It is the author's right to have his name associated with each publication and exploitation of the article.
- The 'integrity right': It can be claimed by the author if he finds that during an exploitation, his work has been distorted (cutting, reassembly...).