Critères de qualité de la relation de service: une proposition de typologie

Sylvie Rascol-Boutard and Pascale Amans
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Sylvie Rascol-Boutard: LCL - Laboratoire des collectivités locales - UO - Université d'Orléans
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 criteria in the service field. It is based on the case of organizations which support business creation. A literature review enables us to identify theoretical quality criteria in the service field. 20 interviews of business creators then lead us to investigate further and characterize in detail those criteria in the support business creation area. Differences between creators' perceptions and public sponsors' perceptions are stressed; implications for the control and the human resources fields are underlined.

Keywords: quality; service firms; business creation support; qualité; service; aide à la création d'entreprise (search for similar items in EconPapers)
Date: 2010
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Published in La Revue des Sciences de Gestion, 2010, 79, pp.19-41

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