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Indicateurs De Qualite Et Controle Des Entreprises De Services : Le Cas Des Organismes D'Accompagnement A La Creation D'Entreprise

Author

Listed:
  • Sylvie Rascol-Boutard

    (LCT - UO - Université d'Orléans)

  • Pascale Amans

    (LGC - Laboratoire de Gestion et de Cognition - UPS - Université Paul Sabatier - Toulouse 3)

Abstract

Cette communication rend compte d'une recherche qui vise à déterminer des indicateurs de qualité de la relation de service susceptibles d'être utilisés comme indicateurs de performance pour le contrôle d'organisations oeuvrant dans le secteur des services. Elle s'appuie sur le cas des organisations accompagnant la création d'entreprise. L'analyse des entretiens conduits auprès de 20 créateurs d'entreprise a fait émerger trois familles de critères de qualité de la relation de service, susceptibles de conduire à des indicateurs de performance. Certains critères sont relatifs au résultat de l'acte de service, c'est-à-dire à ce que le client reçoit durant la rencontre de service, d'autres sont relatifs aux perceptions des interactions qui ont lieu durant le service, d'autres enfin sont relatifs au sentiment de justice sociale.

Suggested Citation

  • Sylvie Rascol-Boutard & Pascale Amans, 2008. "Indicateurs De Qualite Et Controle Des Entreprises De Services : Le Cas Des Organismes D'Accompagnement A La Creation D'Entreprise," Post-Print halshs-00525829, HAL.
  • Handle: RePEc:hal:journl:halshs-00525829
    Note: View the original document on HAL open archive server: https://halshs.archives-ouvertes.fr/halshs-00525829
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    References listed on IDEAS

    as
    1. Philippe Lorino, 2001. "Le Balanced Scorecard Revisite : Dynamique Strategique Et Pilotage De Performance Exemple D'Une Entreprise Energetique," Post-Print halshs-00584637, HAL.
    2. William G. Ouchi, 1979. "A Conceptual Framework for the Design of Organizational Control Mechanisms," Management Science, INFORMS, vol. 25(9), pages 833-848, September.
    Full references (including those not matched with items on IDEAS)

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    Keywords

    QUALITE; INDICATEURS DE PERFORMANCE; SERVICES;

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