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Transposer le modèle des centres d’appel au service public ? Étude de trois centres de contact municipaux

Author

Listed:
  • Caroline Tahar

    (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 mutations du service public ont conduit à une réflexion sur la qualité de service rendu à l'usager et parfois à l'usage d'outils de gestion issus du secteur privé. À travers une recherche qualitative menée sur trois centres de contact municipaux, nous avons cherché à comprendre si le système de contrôle issu des centres d'appel d'entreprise est transposable au service public. Cette recherche met en évidence que la transposition est possible mais qu'il existe des facteurs de contingence. Si les dispositifs sont identiques, leur usage diffère. En particulier, dans les centres de contact municipaux, la productivité n' est pas considérée comme prioritaire. Nous présentons les trois raisons expliquent cette différence.

Suggested Citation

  • Caroline Tahar, 2015. "Transposer le modèle des centres d’appel au service public ? Étude de trois centres de contact municipaux," Post-Print halshs-01183198, HAL.
    • Handle: RePEc:hal:journl:halshs-01183198
    DOI: 10.3166/pmp.32.147-169
    as

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