Le contrôle de gestion des services: Réflexion sur l'instrumentation et les concepts

François Meyssonnier ()
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François Meyssonnier: LEMNA - Laboratoire d'économie et de management de Nantes Atlantique - IEMN-IAE Nantes - Institut d'Économie et de Management de Nantes - Institut d'Administration des Entreprises - Nantes - UN - Université de Nantes

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Abstract: Service industry specificities are studied and a unified framework is proposed. The six more emblematic management methods and tools of service industry are described and analysed: efficiency measure, blueprint, delivery and waiting time management, yield and capacity management, quality measure, balanced scorecard. Service industry management forms and levers of control are examined and a reflexion takes place about the nature of service industry performance management systems.

Keywords: service industry management control; service industry control tools; levers of control; performance management systems; contrôle de gestion des services; outils du contrôle dans les services; leviers du contrôle; systèmes de pilotage de la performance (search for similar items in EconPapers)
Date: 2011-05-10
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Published in Comptabilités, économie et société, May 2011, Montpellier, France. pp.cd-rom

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