L'évaluation des services publics par la satisfaction des usagers, entre fonction d'apprentissage et logique de discipline

Aurélien Ragaigne ()
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Aurélien Ragaigne: LOG - Laboratoire Orléanais de Gestion (1998-2011) - UO - Université d'Orléans

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Abstract: What's the use of an users' satisfaction indicator in the governance of public councils ? This is the question which this article attempts to answer. Drawing on work which considers management control as a tool of disciplinary governance and appropriation as a process of translation, the study of eight indicators shows that the apprenticeship and discipline dimensions, far from excluding each other, are closely interwoven and adapted to each specific context of governance. The logic of discipline appears connected by the cognitive approach of apprenticeship of public services with their environment generating visibility, comparability and surveillance. In order to take into account the reservations expressed by stakeholders and avoid the failure of the initiative, activities of translation are implemented.

Keywords: Contrôle de gestion; évaluation; gouvernance; discipline; apprentissage; Management control; governance; apprenticeship (search for similar items in EconPapers)
Date: 2009-05-27
Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-00459447
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Published in La place de la dimension européenne dans la Comptabilité Contrôle Audit, May 2009, Strasbourg, France. pp.CD ROM

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