Gérer et contrôler le temps de l'interface prestataire-usager dans les services publics

François Meyssonnier and Caroline Tahar

ACCRA, 2014, vol. 20, issue 2, 39-66

Abstract: Time is a central resource in the service encounter because of the co-production of the service. We seek to understand how management of the service encounter time can help to improve the performance of public services. A theoretical framework for service encounter time management is proposed, incorporating both the provider?s and beneficiary?s points of view and combining the management control and marketing perspectives. Four modes of time management for the service encounter are identified in a comprehensive analysis framework. This framework is then used to distinguish four modes of time management control.

Keywords: time; cost; value; public services; service coproduction (search for similar items in EconPapers)
Date: 2014
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