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Les normes de qualité dans les services professionnels: une lecture des pratiques à travers la théorie des conventions

Listed author(s):
  • Henri Isaac

    ()

    (Université Paris IX Dauphine)

The aim of this paper is to discuss the theoretical framework of quality management. We propose a conceptual model based on the convention theory. This framework enables to understand the quality as a social construct, but also the reasons why quality is managed by institutions. In this perspective, we demonstrate that the codes of deontology may be interpreted as a manifestation of a quality convention.

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File URL: http://crego.u-bourgogne.fr/images/stories/rev/012112.pdf
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Article provided by revues.org in its journal Revue Finance Contrôle Stratégie.

Volume (Year): 1 (1998)
Issue (Month): 2 (June)
Pages: 89-112

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Handle: RePEc:dij:revfcs:v:1:y:1998:i:q2:p:89-112
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  1. François Eymard-Duvernay, 1989. "Conventions de qualité et formes de coordination," Revue Économique, Programme National Persée, vol. 40(2), pages 329-360.
  2. Czepiel, John A., 1990. "Service encounters and service relationships: Implications for research," Journal of Business Research, Elsevier, vol. 20(1), pages 13-21, January.
  3. Adelman, Mara B. & Ahuvia, Aaron C., 1995. "Social support in the service sector : The antecedents, processes, and outcomes of social support in an introductory service," Journal of Business Research, Elsevier, vol. 32(3), pages 273-282, March.
  4. Pierre-Yves Gomez, 1995. "Des règles du jeu pour une modélisation conventionnaliste," Revue Française d'Économie, Programme National Persée, vol. 10(3), pages 137-171.
  5. Mills, Peter K., 1990. "On the quality of services in encounters: An agency perspective," Journal of Business Research, Elsevier, vol. 20(1), pages 31-41, January.
  6. Hensel, James S., 1990. "Service quality improvement and control: A customer-based approach," Journal of Business Research, Elsevier, vol. 20(1), pages 43-54, January.
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