CONTROLER LA QUALITE DES SERVICES PUBLICS: QUELLE PLACE POUR LES USAGERS ?

Caroline Tahar () and Aurélien Ragaigne ()
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Caroline Tahar: 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
Aurélien Ragaigne: CEREGE [Poitiers, La Rochelle] - Centre de recherche en gestion [EA 1722] - UP - Université de Poitiers = University of Poitiers - ULR - La Rochelle Université

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Abstract: French local services analysis shows an increasing interest to service user. Management control systems are developed in order to improve service quality and adaptation to users 'needs. However, user's place is not so obvious. This study concerns a specific issue: how are users' requirements included into public services quality control of public? This qualitative research is based on the collection of stakeholders perceptions of the quality control systems display in two French local services (municipal catering and public transports). This research shows an evolution of management control. Based on two case studies, it suggests a widened management control vision which goes beyond organization frontiers and permits a dialogue between organization and user.

Keywords: Management control; Quality; Public services; Service user; Contrôle de gestion; Qualité; Services publics; Usager (search for similar items in EconPapers)
Date: 2013-05-31
Note: View the original document on HAL open archive server: https://hal.science/hal-00993050v1
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Published in Comptabilité sans Frontières..The French Connection, May 2013, Montréal, Canada. pp.cd-rom

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