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Le contrôle des temps et des délais dans les services communaux

Author

Listed:
  • François Meyssonnier

    () (LEMNA - Laboratoire d'économie et de management de Nantes Atlantique - UN - Université de Nantes)

  • Caroline Tahar

    () (LEMNA - Laboratoire d'économie et de management de Nantes Atlantique - UN - Université de Nantes)

Abstract

The study of delivery and waiting times management in public services of two innovative municipal corporations reveals which activities could be driven with classical concepts and tools of services management control and specific public activities for which instrumental transfer from private firms is not so convincing.

Suggested Citation

  • François Meyssonnier & Caroline Tahar, 2011. "Le contrôle des temps et des délais dans les services communaux," Post-Print hal-00650556, HAL.
  • Handle: RePEc:hal:journl:hal-00650556
    Note: View the original document on HAL open archive server: https://hal.archives-ouvertes.fr/hal-00650556
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    File URL: https://hal.archives-ouvertes.fr/hal-00650556/document
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    References listed on IDEAS

    as
    1. K.J. Klassen & T.R. Rohleder, 2001. "Combining Operations and Marketing to Manage Capacity and Demand in Services," The Service Industries Journal, Taylor & Francis Journals, vol. 21(2), pages 1-30, April.
    2. Chenhall, Robert H., 2003. "Management control systems design within its organizational context: findings from contingency-based research and directions for the future," Accounting, Organizations and Society, Elsevier, vol. 28(2-3), pages 127-168.
    3. Gabriel R. Bitran & Juan-Carlos Ferrer & Paulo Rocha e Oliveira, 2008. "OM Forum--Managing Customer Experiences: Perspectives on the Temporal Aspects of Service Encounters," Manufacturing & Service Operations Management, INFORMS, vol. 10(1), pages 61-83, July.
    4. Kenneth J Klassen & Randolph M Russell & James J Chrisman, 1998. "Efficiency and Productivity Measures for High Contact Services," The Service Industries Journal, Taylor & Francis Journals, vol. 18(4), pages 1-18, October.
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    Cited by:

    1. Jean-François Meyssonnier, 2013. "Nouveaux Reperes Et Nouveaux Espaces Du Controle De Gestion : Le Cas Des Activites De Service," Post-Print hal-00991905, HAL.
    2. Bouchra Fninou & François Meyssonnier, 2013. "Un système de pilotage de la performance publique à dominante managériale : analyse de l'expérience de Dubaï," Working Papers hal-00781973, HAL.

    More about this item

    Keywords

    Management control; municipal corporations; delivery time; waiting time; Contrôle de gestion; services; mairies; temps; délais;

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