Le contrôle de gestion des services: réflexion sur les fondements et l'instrumentation

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: Characteristics of service activities are reviewed and a unified conceptual framework of reference is developed. The main considerations of service industry management control derived from it, as well as associated practices and tools, are discussed: efficiency assessment of network units, standardization of production processes, delivery and waiting time management, yield and capacity management, service quality measurement, organization stretch of a service company. Recent researches regarding management in service activities are then considered to understand how previously identified practices and tools are integrated in global performance management systems of companies dedicated to those activities.

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 (search for similar items in EconPapers)
Date: 2012-05-04
Note: View the original document on HAL open archive server: https://hal.science/hal-00694326v1
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Citations: View citations in EconPapers (10)

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