La mesure de la satisfaction a-t-elle toujours du sens quelle que soit l’activité ?

Nora Bezaz (), Christian Dianoux () and Géraldine Thévenot ()
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Nora Bezaz: CEREFIGE - Centre Européen de Recherche en Economie Financière et Gestion des Entreprises - UL - Université de Lorraine, IUT Hubert Curien Epinal - UL - Université de Lorraine
Christian Dianoux: CEREFIGE - Centre Européen de Recherche en Economie Financière et Gestion des Entreprises - UL - Université de Lorraine, Institut d'Administration des Entreprises (IAE) - Metz
Géraldine Thévenot: CEREFIGE - Centre Européen de Recherche en Economie Financière et Gestion des Entreprises - UL - Université de Lorraine, IAE Nancy - IAE Nancy School of Management - UL - Université de Lorraine

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Abstract: Although today all organizations with nursing homes for elderly and dependant persons measure the satisfaction of their residents, the appropriateness of using measures originally developed for radically different sectors of activity raises questions. The results obtained from 34 semi-structured interviews with residents, families and professionals show the inadequacy of current tools and make it possible to propose new avenues suggesting a revision of the measures and the concept measured.

Date: 2022
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Published in Revue management & avenir, 2022, 127 (1), pp.59-82. ⟨10.3917/mav.127.0059⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03515344

DOI: 10.3917/mav.127.0059

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