This book proposes an alternative approach to the concepts of technology and the servicelization of labor in complex organizational contexts. We consider that, at the present stage of societal development, the development of services itself represents the passage from one industrial model to another, i.e. to a set of ways or methods of producing that are different. It is thus possible to speak of a ‘configuration of users’. In a ‘service economy’, the service products are global and are not generally decomposable, so that it is the customer/user who assesses the satisfaction involved in consuming them, even being able to intervene in their production.

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