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Qualité et contrôle dans le secteur des services : le cas l’accompagnement à la création d’entreprises

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  • Sylvie Rascol-Boutard

    (LCT - Laboratoire des collectivités territoriales - UO - Université d'Orléans, MRM - Montpellier Research in Management - UM1 - Université Montpellier 1 - UPVM - Université Paul-Valéry - Montpellier 3 - UM2 - Université Montpellier 2 - Sciences et Techniques - UPVD - Université de Perpignan Via Domitia - Groupe Sup de Co Montpellier (GSCM) - Montpellier Business School)

  • Pascale Amans

    (LGC - Laboratoire de Gestion et de Cognition - UT3 - Université Toulouse III - Paul Sabatier - UT - Université de Toulouse)

Abstract

This research aims at finding quality indicators that might be used as performance indicators in the service field. It is based on the case of organizations which support business creation. 20 interviews of business creators have been carried out. They enabled us to find three types of quality criteria that might lead to performance indicators. Some of them refer to what the creator is being given, other ones allude to how the relationship between the creator and the expert is viewed by the creator; finally, other ones refer to social justice.

Suggested Citation

  • Sylvie Rascol-Boutard & Pascale Amans, 2009. "Qualité et contrôle dans le secteur des services : le cas l’accompagnement à la création d’entreprises," Post-Print hal-01634670, HAL.
    • Handle: RePEc:hal:journl:hal-01634670
    Note: View the original document on HAL open archive server: https://hal.umontpellier.fr/hal-01634670
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    References listed on IDEAS

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    1. David Autissier, 2000. "Le Yield Management ou la problématique du pilotage dans les entreprises de services," Post-Print halshs-00587422, HAL.
    2. Michel Gervais & Gervais Thenet, 2004. "Comment évaluer la productivité dans les activités de service ?," ACCRA, Association francophone de comptabilité, vol. 10(1), pages 147-163.
    3. William G. Ouchi, 1979. "A Conceptual Framework for the Design of Organizational Control Mechanisms," Management Science, INFORMS, vol. 25(9), pages 833-848, September.
    4. Charles Ducrocq & Michel Gervais & Christophe Herriau, 2001. "Le suivi de la qualité et des coûts dans les entreprises de services:une enquête sur les pratiques et les outils employés par les départements de contrôle de gestion," Revue Finance Contrôle Stratégie, revues.org, vol. 4(3), pages 89-121, September.
    5. Abernethy, Margaret A. & Stoelwinder, Johannes U., 1995. "The role of professional control in the management of complex organizations," Accounting, Organizations and Society, Elsevier, vol. 20(1), pages 1-17, January.
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