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Theses

Qualité et contrôle dans les services : le cas des services à la personne

Abstract : Home-based service activities embody a significant potential for employment creation and solutions to social needs. Their main characteristics include a strong relational dimension that affects their quality and a spatial distance that complicates the control of service quality. The aim of this thesis is to analyse the quality control practices of home-based service organizations and the representations that actors have of service quality.On the empirical side, the qualitative approach is based on two studies, one regarding services to dependent people (SAD), the other concerning services to other people (SAP). 38 interviews are carried-out with managing directors and quality managers, 169 recommendations from consumers and 318 recommendations from contact-employees are collected on the Internet (electronic word-of-mouth), the methodology being completed with participant-observation. The data collected are subject to a content analysis.The empirical studies enable to identify the perceived-quality factors used by consumers and contact-employees, seven steps of the production process being associated to the three control process steps, as well as the goals set and the control mechanisms used at each step. The results show the influence of the legal framework chosen by the service organization (service provider versus authorised representative) on service quality control practices. They also emphasize the necessary coherence between the manager’s representation of service quality and the control mechanisms used to influence this quality.
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https://hal-univ-paris10.archives-ouvertes.fr/tel-01745477
Contributor : Paul-Laurent Saunier <>
Submitted on : Wednesday, March 28, 2018 - 11:30:35 AM
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  • HAL Id : tel-01745477, version 1

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Paul-Laurent Saunier. Qualité et contrôle dans les services : le cas des services à la personne . Gestion et management. Université d'Orléans, 2012. Français. ⟨tel-01745477⟩

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