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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

    ()

    (DRM - Dauphine Recherches en Management - Université Paris-Dauphine - CNRS - Centre National de la Recherche Scientifique)

Dans un contexte de stabilisation de la croissance de multiples marchés, de nombreuses entreprises ont cherché à asseoir leur avantage compétitif sur la qualité de leurs produits (Pavlidis1990). Parallèlement, la construction du Marché Unique en Europe a contribué à la prise de conscience du rôle de la normalisation dans le jeu concurrentiel (Mignot, Penan 1996). Dès lors, la problématique de la qualité et de sa normalisation n'a pas manqué de se développer considérablement en sciences de gestion. Toutefois, ce n'est que très récemment que l'aspect normatif de la qualité est apparue avec une acuité particulière. Après la normalisation de la qualité des produits (certification-produit), puis la normalisation des procédés (assurance-qualité), on assiste désormais à la normalisation des méthodes de management par la qualité au travers des normes de la série ISO 9000. Ce mouvement normatif ne manque pas d'interroger le chercheursur l'« impérieuse nécessité» et la « modernité» de ces outils de gestion (Gomez 1996a). Par ailleurs, la dimension institutionnelle de la gestion de la qualité, tout comme les pratiques d'élaboration des référentiels normatifs modifient la vision simpliste de la construction de la qualité au sein de l'entreprise.

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File URL: https://halshs.archives-ouvertes.fr/halshs-00156589/document
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Paper provided by HAL in its series Post-Print with number halshs-00156589.

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Date of creation: 1998
Publication status: Published in Finance Contrôle Stratégie, Association FCS, 1998, 1 (2), pp.89-112
Handle: RePEc:hal:journl:halshs-00156589
Note: View the original document on HAL open archive server: https://halshs.archives-ouvertes.fr/halshs-00156589
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References listed on IDEAS
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  1. 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.
  2. 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.
  3. François Eymard-Duvernay, 1989. "Conventions de qualité et formes de coordination," Revue Économique, Programme National Persée, vol. 40(2), pages 329-360.
  4. 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.
  5. Czepiel, John A., 1990. "Service encounters and service relationships: Implications for research," Journal of Business Research, Elsevier, vol. 20(1), pages 13-21, January.
  6. 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.
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