IDEAS home Printed from https://ideas.repec.org/p/hal/journl/halshs-00543067.html
   My bibliography  Save this paper

La fiabilité des temps déclarés dans les activités de services : un test sur un centre d'appels d'une société d'assurances

Author

Listed:
  • Elodie Allain

    (CREM - Centre de recherche en économie et management - UNICAEN - Université de Caen Normandie - NU - Normandie Université - UR - Université de Rennes - CNRS - Centre National de la Recherche Scientifique)

  • Michel Gervais

    (CREM - Centre de recherche en économie et management - UNICAEN - Université de Caen Normandie - NU - Normandie Université - UR - Université de Rennes - CNRS - Centre National de la Recherche Scientifique)

Abstract

Les temps déclarés par les employés sont largement utilisés dans les entreprises pour calculer des coûts. Ce phénomène s'amplifie dans les activités de services où les charges de personnel sont prépondérantes. Pourtant, rien ne garantit que les temps déclarés soient des temps fiables. tests menés sur un centre d'appel d'une société d'assurance montrent que même dans les activités où les temps de production de la prestation peuvent être stabilisés, le client est susceptible d'influencer de manière importante les temps de réalisation ; lorsque les demandes sont multiples, le temps standard mono-activité perd de sa signification ; les temps morts ne peuvent être considérés comme improductifs et sont difficilement rattachables aux prestations ; l'usage de l'outil informatique n'accroît pas forcément la pertinence des relevés. Ce constat nous amène à nous interroger sur l'intérêt de mettre en place des collectes de temps complexes et coûteuses pour déterminer des coûts.

Suggested Citation

  • Elodie Allain & Michel Gervais, 2007. "La fiabilité des temps déclarés dans les activités de services : un test sur un centre d'appels d'une société d'assurances," Post-Print halshs-00543067, HAL.
    • Handle: RePEc:hal:journl:halshs-00543067
    Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-00543067
    as

    Download full text from publisher

    File URL: https://shs.hal.science/halshs-00543067/document
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. T. P. Hill, 1977. "On Goods And Services," Review of Income and Wealth, International Association for Research in Income and Wealth, vol. 23(4), pages 315-338, December.
    2. repec:bla:revinw:v:23:y:1977:i:4:p:315-38 is not listed on IDEAS
    3. Juster, F Thomas & Stafford, Frank P, 1991. "The Allocation of Time: Empirical Findings, Behavioral Models, and Problems of Measurement," Journal of Economic Literature, American Economic Association, vol. 29(2), pages 471-522, June.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Joseph Francois & Bernard Hoekman, 2010. "Services Trade and Policy," Journal of Economic Literature, American Economic Association, vol. 48(3), pages 642-692, September.
    2. Fali Huang & Myoung-Jae Lee, 2010. "Dynamic treatment effect analysis of TV effects on child cognitive development," Journal of Applied Econometrics, John Wiley & Sons, Ltd., vol. 25(3), pages 392-419.
    3. Kan, Kamhon & Fu, Tsu-Tan, 1997. "Analysis of Housewives' Grocery Shopping Behavior in Taiwan: An Application of the Poisson Switching Regression," Journal of Agricultural and Applied Economics, Cambridge University Press, vol. 29(2), pages 397-407, December.
    4. Severin Oesterle & Arne Buchwald & Nils Urbach, 2022. "Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 571-597, June.
    5. Maliar, Lilia & Maliar, Serguei, 2004. "Endogenous Growth And Endogenous Business Cycles," Macroeconomic Dynamics, Cambridge University Press, vol. 8(5), pages 559-581, November.
    6. Daniel S. Hamermesh & Jungmin Lee, 2007. "Stressed Out on Four Continents: Time Crunch or Yuppie Kvetch?," The Review of Economics and Statistics, MIT Press, vol. 89(2), pages 374-383, May.
    7. Heim, Bradley T. & Meyer, Bruce D., 2004. "Work costs and nonconvex preferences in the estimation of labor supply models," Journal of Public Economics, Elsevier, vol. 88(11), pages 2323-2338, September.
    8. Artemov Viktor & Novokhatskaya Olga, 2014. "Everyday activity of rural employees in Siberia," Eastern European Countryside, Sciendo, vol. 20(1), pages 189-210, December.
    9. Naomi Friedman-Sokuler & Claudia Senik, 2022. "Time-Use and Subjective Well-Being: Is there a Preference for Activity Diversity?," PSE Working Papers halshs-03828272, HAL.
    10. Faridah Djellal & Faïz Gallouj, 2009. "Innovation dans les services et entrepreneuriaT : au-delà des conceptions industrialistes et technologistes du développement durable," Innovations, De Boeck Université, vol. 0(1), pages 59-86.
    11. Junlae Kim & Seiyong Kim, 2020. "The Impact of Population Characteristics and Government Budgets on the Sustainability of Public Buildings in Korea’s Regional Cities," Sustainability, MDPI, vol. 12(14), pages 1-15, July.
    12. Jara-Díaz, Sergio & Rosales-Salas, Jorge, 2017. "Beyond transport time: A review of time use modeling," Transportation Research Part A: Policy and Practice, Elsevier, vol. 97(C), pages 209-230.
    13. Urwin, Sean & Lau, Yiu-Shing & Grande, Gunn & Sutton, Matt, 2021. "The extent and predictors of discrepancy between provider and recipient reports of informal caregiving," Social Science & Medicine, Elsevier, vol. 277(C).
    14. Djellal, Faridah & Gallouj, FaIz, 2005. "Mapping innovation dynamics in hospitals," Research Policy, Elsevier, vol. 34(6), pages 817-835, August.
    15. Benoît Desmarchelier & Faridah Djellal & Faïz Gallouj, 2018. "Public Service Innovation Networks (PSINs): Collaborating for Innovation and Value Creation," Working Papers halshs-01934275, HAL.
    16. Georg-Levi Gayle & Limor Golan & Mehmet A. Soytas, "undated". "Estimating the Returns to Parental Time Investment in Children Using a Life Cycle Dynastic Model," GSIA Working Papers 2011-E18, Carnegie Mellon University, Tepper School of Business.
    17. Magnus Henrekson & Jesper Roine, 2007. "Promoting Entrepreneurship in the Welfare State," Chapters, in: David B. Audretsch & Isabel Grilo & A. Roy Thurik (ed.), Handbook of Research on Entrepreneurship Policy, chapter 5, Edward Elgar Publishing.
    18. Marcus Dittrich & Bianka Mey, 2015. "Are people satisfied with their time use? Empirical evidence from German survey data," Economics Bulletin, AccessEcon, vol. 35(4), pages 2903-2914.
    19. Rupert, Peter & Rogerson, Richard & Wright, Randall, 2000. "Homework in labor economics: Household production and intertemporal substitution," Journal of Monetary Economics, Elsevier, vol. 46(3), pages 557-579, December.
    20. Santos, Marcelo Rodrigues dos & Pereira, Thiago Neves, 2010. "Moving to a Consumption-Based Tax System: A Quantitative Assessment for Brazil," Revista Brasileira de Economia - RBE, EPGE Brazilian School of Economics and Finance - FGV EPGE (Brazil), vol. 64(2), June.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:halshs-00543067. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.