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Theses

Les fonctions de l'évaluation des services publics locaux par la satisfaction des usagers, entre apprentissage et discipline

Abstract : What's the use of the evaluation of public local services by users' satisfaction? This is the question which this research attempts to answer. Drawing on work of the foucaldians approach of government and a mixed method, study shows that the apprenticeship and discipline dimensions, far from excluding each other, are closely interwoven and adapted to each specific context of governance. Research is based on eight case studies which are using users'satisfaction indicators. The function of discipline appears to be connected by the logic of apprenticeship generating visibility, comparability and surveillance. In order to take into account the reservations expressed by stakeholders involved by the evaluation and avoid the failure of the initiative, a process of mobilization is implemented based on interaction moments and discourses of justification. This deployment is based on a context and actors impacting evaluation‟s initiatives. Furthermore, thanks to the 112 questionnaires filed by local publics' managers, research shows the importance of the apprenticeship and discipline function and the role of management‟s context on the functions.
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https://tel.archives-ouvertes.fr/tel-00653161
Contributor : Aurélien Ragaigne <>
Submitted on : Sunday, December 18, 2011 - 7:35:14 PM
Last modification on : Tuesday, October 6, 2020 - 2:48:02 PM
Long-term archiving on: : Monday, March 19, 2012 - 2:21:25 AM

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  • HAL Id : tel-00653161, version 1

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Aurélien Ragaigne. Les fonctions de l'évaluation des services publics locaux par la satisfaction des usagers, entre apprentissage et discipline. Gestion et management. Université d'Orléans, 2010. Français. ⟨tel-00653161⟩

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