NDLI: Indicateurs De Qualite Et Controle Des Entreprises De Services : Le Cas Des Organismes D'accompagnement a La Creation D'entreprise

Content Provider	Semantic Scholar
Author	Rascol-Boutard, Sylvie Amans, Pascale
Copyright Year	2008
Abstract	Cette communication rend compte d'une recherche qui vise a determiner des indicateurs de qualite de la relation de service susceptibles d'etre utilises comme indicateurs de performance pour le controle d'organisations oeuvrant dans le secteur des services. Elle s'appuie sur le cas des organisations accompagnant la creation d'entreprise. L'analyse des entretiens conduits aupres de 20 createurs d'entreprise a fait emerger trois familles de criteres de qualite de la relation de service, susceptibles de conduire a des indicateurs de performance. Certains criteres sont relatifs au resultat de l'acte de service, c'est-a-dire a ce que le client recoit 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.
File Format	PDF HTM / HTML
Alternate Webpage(s)	https://hal.umontpellier.fr/hal-01634667/document
Alternate Webpage(s)	https://core.ac.uk/download/pdf/6709986.pdf
Alternate Webpage(s)	https://halshs.archives-ouvertes.fr/halshs-00525829/document
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article

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