Le contrôle de gestion des services : réflexion sur les fondements et l'instrumentation
Author
Abstract
Suggested Citation
Note: View the original document on HAL open archive server: https://hal.science/hal-00694326v1
Download full text from publisher
References listed on IDEAS
- Franck Aggeri & Julie Labatut, 2010. "La gestion au prisme de ses instruments. Une analyse généalogique des approches théoriques fondées sur les instruments de gestion," Revue Finance Contrôle Stratégie, revues.org, vol. 13(3), pages 5-37., September.
- Franck Aggeri & Julie Labatut, 2010. "La gestion au prisme de ses instruments. Une analyse généalogique des approches théoriques fondées sur les instruments de gestion," Post-Print halshs-00639963, HAL.
- Antonella Cugini & Antonella Caru & Fabrizio Zerbini, 2007. "The Cost of Customer Satisfaction: A Framework for Strategic Cost Management in Service Industries," European Accounting Review, Taylor & Francis Journals, vol. 16(3), pages 499-530.
- Gabriel R. Bitran & Juan-Carlos Ferrer & Paulo Rocha e Oliveira, 2008. "OM Forum--Managing Customer Experiences: Perspectives on the Temporal Aspects of Service Encounters," Manufacturing & Service Operations Management, INFORMS, vol. 10(1), pages 61-83, July.
- Kiane Goudarzi & Pierre Eiglier, 2006. "La socialisation organisationnelle du client dans les entreprises de service: concept et dimensions," Post-Print hal-02023878, HAL.
- K.J. Klassen & T.R. Rohleder, 2001. "Combining Operations and Marketing to Manage Capacity and Demand in Services," The Service Industries Journal, Taylor & Francis Journals, vol. 21(2), pages 1-30, April.
- Franck Aggeri & Julie Labatut, 2010. "La gestion au prisme de ses instruments," Post-Print hal-02659906, HAL.
- 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.
- Chenhall, Robert H., 2003. "Management control systems design within its organizational context: findings from contingency-based research and directions for the future," Accounting, Organizations and Society, Elsevier, vol. 28(2-3), pages 127-168.
- Aude Deville & Hervé Leleu, 2010.
"De nouvelles mesures pour comparer la performance opérationnelle et financière des agences bancaires,"
ACCRA, Association francophone de comptabilité, vol. 16(2), pages 97-126.
- A. Deville & H. Leleu, 2010. "De nouvelles mesures pour comparer la performance opérationnelle et financière des agences bancaires," Post-Print hal-00570260, HAL.
- C. J. McNair & Lidija Polutnik & Riccardo Silvi, 2001. "Cost management and value creation: the missing link," European Accounting Review, Taylor & Francis Journals, vol. 10(1), pages 33-50.
- Chiara Orsingher, 2006. "Le script de service: fondements du concept et applications au marketing des services," Post-Print hal-02023892, HAL.
- Kenneth J Klassen & Randolph M Russell & James J Chrisman, 1998. "Efficiency and Productivity Measures for High Contact Services," The Service Industries Journal, Taylor & Francis Journals, vol. 18(4), pages 1-18, October.
- Lawrence R. Weatherford & Samuel E. Bodily, 1992. "A Taxonomy and Research Overview of Perishable-Asset Revenue Management: Yield Management, Overbooking, and Pricing," Operations Research, INFORMS, vol. 40(5), pages 831-844, October.
Citations
Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
Cited by:
- Boniface Bampoky, 2018. "How to improve the management of the Senegalese public sector companies' performance? [Comment améliorer le pilotage de la performance des entreprises du secteur public sénégalais ?]," Post-Print hal-01907807, HAL.
- Damien Bo & Aude Deville & Philippe Luu, 2013. "Evaluation de la performance des villes françaises," Post-Print hal-01002928, HAL.
- Sébastien Dony, 2017. "Ce que nous apprennent les démarches d'amélioration de l'efficience dans les collectivités territoriales," Post-Print hal-01907400, HAL.
- François Meyssonnier & Mehdi Zakar, 2015. "Satisfaction du client et efficience du personnel en contact dans la relation de service : étude du cas d’une entreprise de grandes surfaces de bricolage," Post-Print hal-01188814, HAL.
- François Meyssonnier & Mehdi Zakar, 2015. "Satisfaction du client et efficience du personnel en contact dans la relation de service: Étude du cas d'une entreprise de grandes surfaces de bricolage," Working Papers hal-01238523, HAL.
- Stéphane Deschaintre & Fabien de Geuser, 2015. "L'Ergonomie : Arrangement Ou Derangement Pour Le Controle De Gestion ?," Post-Print hal-01188577, HAL.
- François Meyssonnier, 2013. "Nouveaux Reperes Et Nouveaux Espaces Du Controle De Gestion : Le Cas Des Activites De Service," Post-Print hal-00991905, HAL.
- Caroline Tahar & Aurélien Ragaigne, 2013. "Controler La Qualite Des Services Publics : Quelle Place Pour Les Usagers ?," Post-Print hal-00996774, HAL.
- Héloïse Berkowitz & Antoine, Souchaud, 2019. "Collective intelligence and co-dependent organization: the role of chartered accountants in crowdlending," Post-Print hal-02525737, HAL.
- Caroline Tahar & Aurélien Ragaigne, 2013. "Controler La Qualite Des Services Publics : Quelle Place Pour Les Usagers ?," Post-Print hal-00993050, HAL.
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.- François Meyssonnier, 2011. "Le contrôle de gestion des services : Réflexion sur l'instrumentation et les concepts," Post-Print hal-00650555, HAL.
- François Meyssonnier & Caroline Tahar, 2011. "Le contrôle des temps et des délais dans les services communaux," Post-Print hal-00650556, HAL.
- François Meyssonnier & Caroline Tahar, 2012. "Le contrôle des temps et des délais dans les services communaux," Working Papers hal-00693398, HAL.
- Sébastien Gand & Elvira Periac, 2015. "Vers des écosystèmes de services gérontologiques ?," Post-Print hal-01164391, HAL.
- Franck Aggeri, 2017. "How can performativity contribute to management and organization research? Theoretical perspectives and analytical framework [Qu'est-ce que la performativité peut apporter aux recherches en managem," Post-Print hal-01609172, HAL.
- Chanteau, Jean-Pierre & Coriat, Benjamin & Labrousse, Agnès & Orsi, Fabienne, 2013. "Introduction," Revue de la Régulation - Capitalisme, institutions, pouvoirs, Association Recherche et Régulation, vol. 14.
- Franck Aggeri & Morgane Le Breton, 2016. "The regulation of transparency in the field of CSR," Post-Print halshs-01368029, HAL.
- Sébastien Gand & Elvira Periac, 2016. "Gouverner sans les instruments ? La difficile construction des politiques relatives à la perte d'autonomie des personnes âgées," Post-Print hal-01258274, HAL.
- Franck Aggeri, 2015. "Managerial phenomena to the test of standard economic thinking [Les phénomènes gestionnaires à l'épreuve de la pensée économique standard]," Post-Print hal-01200635, HAL.
- Guillaume Denos & Christophe Maurel & François Pantin, 2020. "Raising awareness about paradoxes: the case of a participatory device facing social innovation tensions," Post-Print hal-03274408, HAL.
- Pierre Baret & Vincent Helfrich, 2019.
"The “trilemma” of non-financial reporting and its pitfalls,"
Journal of Management & Governance, Springer;Accademia Italiana di Economia Aziendale (AIDEA), vol. 23(2), pages 485-511, June.
- Pierre Baret & Vincent Helfrich, 2017. "The "trilemma" of non-financial reporting and its pitfalls," Post-Print hal-03080894, HAL.
- Pierre Baret & Vincent Helfrich, 2019. "The "trilemma" of non-financial reporting and its pitfalls," Post-Print hal-02270164, HAL.
- Pierre Baret & Vincent Helfrich, 2019. "The “trilemma” of non-financial reporting and its pitfalls," Post-Print hal-02147102, HAL.
- Yoann Queyroi & David Carassus, 2021. "Analysis of the evolution of local management tools from a paradigm of control to that of steering: application to real estate management [Analyse de l'évolution des outils de la gestion locale d'u," Post-Print hal-03523814, HAL.
- Larbi Hasrouri, 2017. "Genèse de la performance publique. Survivance d’une instrumentation de gestion : le projet d’établissement public local d’enseignement (EPLE)," Post-Print hal-03551749, HAL.
- Emilie Canet, 2013. "La fabrique des outils de gestion : quels régimes de conception ?," Post-Print hal-01068745, HAL.
- Olivier Desplebin & Gulliver Lux, 2018. "The evolution of accounting, control, audit and their practices through the prism of the Blockchain: a prospective reflection [L'évolution de la comptabilité, du contrôle, de l'audit et de leurs mé," Post-Print hal-01907902, HAL.
- Emilie Canet, 2013. "La fabrique des outils de gestion : quels régimes de conception ?," Post-Print halshs-00867973, HAL.
- Sébastien Gand, 2015. "Gouvernance démocratique et circulation des savoirs : Quels dispositifs de gestion ?," Post-Print hal-01148613, HAL.
- Cédric Dalmasso & Sebastien Gand & Frederic Garcias, 2017. "Enterprise social networks for the benefit of ambidextrous organisation? The case of a major oil company," Post-Print hal-03698884, HAL.
- Fabienne Villesèque-Dubus & Michel Mannarini & Bertrand Mocquet, 2016. "Order within disorder: or how a system “University Chair” comes to structure bank digital change [De L'Ordre Dans Le Desordre : Ou Comment Un Dispositif « Chaire Universitaire » Vient Structurer La," Post-Print hal-01901107, HAL.
- Dominique Laousse & Sophie Hooge, 2016. "Refaire société par la recherche d’une institutionnalisation collaborative : le cas des transports publics," Post-Print hal-01408736, HAL.
More about this item
Keywords
service industry management control; service industry control goals; service industry control tools; performance management systems; contrôle de gestion des services; objectifs du contrôle; outils du contrôle; systèmes de pilotage de la performance;All these keywords.
Statistics
Access and download statisticsCorrections
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:wpaper:hal-00694326. 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.