Qualité et contrôle dans le secteur des services: le cas l’accompagnement à la création d’entreprises

Sylvie Rascol-Boutard () and Pascale Amans
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Sylvie Rascol-Boutard: LCT - Laboratoire des collectivités territoriales - UO - Université d'Orléans, MRM - Montpellier Research in Management - UM1 - Université Montpellier 1 - UPVM - Université Paul-Valéry - Montpellier 3 - UM2 - Université Montpellier 2 - Sciences et Techniques - UPVD - Université de Perpignan Via Domitia - Groupe Sup de Co Montpellier (GSCM) - Montpellier Business School
Pascale Amans: LGC - Laboratoire de Gestion et de Cognition - UT3 - Université Toulouse III - Paul Sabatier - UT - Université de Toulouse

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Abstract: This research aims at finding quality indicators that might be used as performance indicators in the service field. It is based on the case of organizations which support business creation. 20 interviews of business creators have been carried out. They enabled us to find three types of quality criteria that might lead to performance indicators. Some of them refer to what the creator is being given, other ones allude to how the relationship between the creator and the expert is viewed by the creator; finally, other ones refer to social justice.

Keywords: Contrôle; Qualité; Indicateurs de performance; Services (search for similar items in EconPapers)
Date: 2009
Note: View the original document on HAL open archive server: https://hal.umontpellier.fr/hal-01634670v1
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Published in 30ème Congrès de l’Association Francophone de Comptabilité, 2009, Strasbourg, France

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