IDEAS home Printed from https://ideas.repec.org/p/hal/journl/halshs-00525827.html
   My bibliography  Save this paper

De l'indicateur à l'évaluation de la satisfaction des usagers

Author

Listed:
  • Aurélien Ragaigne

    (LOG - Laboratoire Orléanais de Gestion (1998-2011) - UO - Université d'Orléans)

Abstract

Hommes politiques et gestionnaires publics s'accordent à vouloir faire de l'écoute des usagers le centre des préoccupations du service public. L'indicateur de satisfaction des usagers est ainsi présenté comme une mesure de la performance publique. Cependant, la place de cet indicateur non financier est loin d'être définie dans la gestion publique. Les travaux en contrôle de gestion ont jusqu'à présent abordé les indicateurs non financiers en mettant en évidence une contingence du choix des indicateurs et des apports différenciés selon les grilles théoriques mobilisées. En revanche, peu de travaux se sont intéressés aux liens entre l'indicateur et son évaluation, laissant dans l'ombre le rôle des acteurs et du contexte sur l'évaluation. A l'aide d'entretiens, cette recherche étudie les liens entre l'indicateur et l'évaluation de la satisfaction des usagers dans le cadre spécifique des services publics locaux. Les différences de pratiques entre structures révèlent des stratégies publiques variées d'obtention de la connaissance. Les responsables territoriaux adaptent l'outil dans le cadre d'une procédure de concertation interne.

Suggested Citation

  • Aurélien Ragaigne, 2008. "De l'indicateur à l'évaluation de la satisfaction des usagers," Post-Print halshs-00525827, HAL.
    • Handle: RePEc:hal:journl:halshs-00525827
    Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-00525827
    as

    Download full text from publisher

    File URL: https://shs.hal.science/halshs-00525827/document
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Lorino, Philippe, 2007. "Stylistic Creativity in the Utilization of Management Tools," ESSEC Working Papers DR 07007, ESSEC Research Center, ESSEC Business School.
    2. Kunz, Alexis H. & Pfaff, Dieter, 2002. "Agency theory, performance evaluation, and the hypothetical construct of intrinsic motivation," Accounting, Organizations and Society, Elsevier, vol. 27(3), pages 275-295, April.
    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. Alexander Kalgin & Olga Kalgina & Anna Lebedeva, 2019. "Publication Metrics as a Tool for Measuring Research Productivity and Their Relation to Motivation," Voprosy obrazovaniya / Educational Studies Moscow, National Research University Higher School of Economics, issue 1, pages 44-86.
    2. Sun-Moon Jung & Jae Yong Shin, 2022. "Social Performance Incentives in Mission-Driven Firms," Management Science, INFORMS, vol. 68(10), pages 7631-7657, October.
    3. Pokorny, Kathrin, 2008. "Pay--but do not pay too much: An experimental study on the impact of incentives," Journal of Economic Behavior & Organization, Elsevier, vol. 66(2), pages 251-264, May.
    4. Anirban Pal & Piyush Kumar Singh, 2021. "Do socially motivated self‐help groups perform better? Exploring determinants of micro‐credit groups’ performance in Eastern India," Annals of Public and Cooperative Economics, Wiley Blackwell, vol. 92(1), pages 119-146, March.
    5. Nguyen, Thi Thu & Mia, Lokman & Winata, Lanita & Chong, Vincent K., 2017. "Effect of transformational-leadership style and management control system on managerial performance," Journal of Business Research, Elsevier, vol. 70(C), pages 202-213.
    6. Dirk Sliwka, 2007. "Trust as a Signal of a Social Norm and the Hidden Costs of Incentive Schemes," American Economic Review, American Economic Association, vol. 97(3), pages 999-1012, June.
    7. George Kominis & Clive R. Emmanuel, 2005. "Exploring the reward preferences for middle level managers," Qualitative Research in Accounting & Management, Emerald Group Publishing, vol. 2(1), pages 54-76, April.
    8. Agnès Festré & Pierre Garrouste, 2015. "Theory And Evidence In Psychology And Economics About Motivation Crowding Out: A Possible Convergence?," Journal of Economic Surveys, Wiley Blackwell, vol. 29(2), pages 339-356, April.
    9. Cosmas Odo & Wilson Ani & Philip Obialor & David Ugwunta, 2016. "To What Extent do United Kingdom Companies Provide Oil and Gas Reserves Information Sufficient to Satisfy Statement of Recommended Practice Requirements?," Australian Accounting Review, CPA Australia, vol. 26(1), pages 34-44, March.
    10. Kirsten Bregn, 2013. "Detrimental Effects of Performance-Related Pay in the Public Sector? On the Need for a Broader Theoretical Perspective," Public Organization Review, Springer, vol. 13(1), pages 21-35, March.
    11. Parvaneh Gelard & Sheida Rezaei, 2016. "The Relationship between Job Motivation, Compensation Satisfaction and Job Satisfaction in Employees of Tax Administration – A Case Study in Tehran," Asian Social Science, Canadian Center of Science and Education, vol. 12(2), pages 165-165, February.
    12. Agnès Festré, 2010. "Incentives And Social Norms: A Motivation‐Based Economic Analysis Of Social Norms," Journal of Economic Surveys, Wiley Blackwell, vol. 24(3), pages 511-538, July.
    13. Peecher, Mark E. & Solomon, Ira & Trotman, Ken T., 2013. "An accountability framework for financial statement auditors and related research questions," Accounting, Organizations and Society, Elsevier, vol. 38(8), pages 596-620.
    14. Pamela R. Murphy & Michael Wynes & Till‐Arne Hahn & Patricia G. Devine, 2020. "Why Are People Honest? Internal and External Motivations to Report Honestly†," Contemporary Accounting Research, John Wiley & Sons, vol. 37(2), pages 945-981, June.
    15. Калгин А. С. & Калгина О. В. & Лебедева А. А., 2019. "Оценка Публикационной Активности Как Способ Измерения Результативности Труда Ученых И Ее Связь С Мотивацией," Вопросы образования // Educational Studies Moscow, National Research University Higher School of Economics, issue 1, pages 44-86.
    16. Irene Trapp & Rouven Trapp, 2019. "The psychological effects of centrality bias: an experimental analysis," Journal of Business Economics, Springer, vol. 89(2), pages 155-189, March.
    17. Jason L. Brown & Patrick R. Martin & Geoffrey B. Sprinkle & Dan Way, 2023. "How Return on Investment and Residual Income Performance Measures and Risk Preferences Affect Risk-Taking," Management Science, INFORMS, vol. 69(2), pages 1301-1322, February.
    18. Crețu Marina-Roxana & Radu Ștefania-Mirela & Tănase Tasențe, 2023. "Evaluating Job Satisfaction in Relation to Effort and Salary Among Teaching Staff," BlackSea Journal of Psychology, Ovidius University of Constanta, Faculty of Psychology and Educational Sciences, vol. 14(4), pages 198-209, November.
    19. Sliwka, Dirk, 2003. "On the Hidden Costs of Incentive Schemes," IZA Discussion Papers 844, Institute of Labor Economics (IZA).
    20. Abdel-Rahim, Heba Y. & Lorenz, Melanie P. & Zaher, Angie Abdel, 2022. "How do cultural difference, cultural exposure, and CQ affect interpretations of trust from contract choices? Evidence from dyadic cross-country experiments," Accounting, Organizations and Society, Elsevier, vol. 96(C).

    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-00525827. 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.