Managing and controlling service encounter time in public services

Gérer et contrôler le temps de l'interface prestataire - usager dans les services publics

François Meyssonnier () and Caroline Tahar ()
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François Meyssonnier: LEMNA - Laboratoire d'économie et de management de Nantes Atlantique - IEMN-IAE Nantes - Institut d'Économie et de Management de Nantes - Institut d'Administration des Entreprises - Nantes - UN - Université de Nantes
Caroline Tahar: CREM - Centre de recherche en économie et management - UNICAEN - Université de Caen Normandie - NU - Normandie Université - UR - Université de Rennes - CNRS - Centre National de la Recherche Scientifique

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Abstract: Time is a central resource in the service encounter because of the co-production of the service. We seek to understand how management of the service encounter time can help to improve the performance of public services. A theoretical framework for service encounter time management is proposed, incorporating both the provider's and bene!ciary's points of view and combining the management control and marketing perspectives. Four modes of time management for the service encounter are identified in a comprehensive analysis framework. "is framework is then used to distinguish four modes of time management control.

Keywords: Time; cost; value; public-services; service coproduction; temps; coût; valeur; services publics; coproduction du service (search for similar items in EconPapers)
Date: 2014
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Published in Comptabilité Contrôle Audit / Accounting Auditing Control, 2014, 20 (2), pp.41-69. ⟨10.3917/cca.202.0039⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-01101978

DOI: 10.3917/cca.202.0039

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