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

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.
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Journal articles
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https://halshs.archives-ouvertes.fr/halshs-01101978
Contributor : Naïla Louise-Rose <>
Submitted on : Sunday, January 11, 2015 - 12:14:22 PM
Last modification on : Tuesday, March 30, 2021 - 12:26:08 PM

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  • HAL Id : halshs-01101978, version 1

Citation

François Meyssonnier, Caroline Tahar. Gérer et contrôler le temps de l'interface prestataire - usager dans les services publics. Comptabilité - Contrôle - Audit, Association Francophone de Comptabilité ; Vuibert, 2014, 20 (2), pp.41-69. ⟨halshs-01101978⟩

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