QUALITE ET CONTROLE DANS LE SECTEUR DES SERVICES: LE CAS DE L'ACCOMPAGNEMENT A LA CREATION D'ENTREPRISES

Sylvie Rascol-Boutard and Pascale Amans
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Sylvie Rascol-Boutard: LCT - Laboratoire des collectivités territoriales - 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 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: CONTROL; QUALITY; PERFORMANCE INDICATORS; SERVICE FIRMS; CONTROLE; QUALITE; INDICATEURS DE PERFORMANCE; SERVICES (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-00459483
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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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