Bibliographies thématiques / Conceptualisation des services

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Littérature scientifique sur le sujet « Conceptualisation des services »

Auteur : Grafiati
Publié le 4 juin 2021
Mis à jour le 17 février 2022

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Articles de revues sur le sujet "Conceptualisation des services"

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Ganguli, Shirshendu, and Sanjit Kumar Roy. "Conceptualisation of service quality for hybrid services: a hierarchical approach." Total Quality Management & Business Excellence 24, no. 9-10 (2013): 1202–18. http://dx.doi.org/10.1080/14783363.2013.814293.

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Agarwal, Ridhi, and Ramendra Singh. "e-WOM: Review and a New Conceptualisation." Marketing Review 18, no. 3 (2018): 307–21. http://dx.doi.org/10.1362/146934718x15434305916862.

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Electronic word of mouth or e-WOM has gained a lot of salience in marketing literature. However, the conceptualisation of e-WOM in the literature has often relied on past practices in e-WOM generation and use. For example, in the previous few decades, several studies that have used e-WOM to predict future sales/revenue of products and services have conceptualised e-WOM with similar factors such as volume, valence and dispersion of e-WOM, while only adapting it to their research context. In this article, we critique extant conceptualisations of e-WOM, and make a case of moving beyond a uni-dime
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Agya Yalley, Andrews, and Harjit Singh Sekhon. "Service production process: implications for service productivity." International Journal of Productivity and Performance Management 63, no. 8 (2014): 1012–30. http://dx.doi.org/10.1108/ijppm-10-2012-0113.

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Purpose – The purpose of this paper is to differentiate the production process within services from the dominant manufacturing-based production process, with the objective of delineating the production process in services and highlighting its implication for service productivity. Design/methodology/approach – This study critically reviewed the extant literature on the production processes in manufacturing and services from a multidisciplinary perspective and proposed a framework for the service production process and its relationship with service productivity. Findings – The production process
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Whalen-Bridge, Helena. "The Conceptualisation of Pro Bono in Singapore." Asian Journal of Comparative Law 9 (January 1, 2014): 97–143. http://dx.doi.org/10.1017/s2194607800000946.

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Abstract“Pro bono” is a familiar phrase in North American jurisdictions that generally refers to a lawyer’s provision of free legal services to indigent persons. The phrase “pro bono” has also come to imply a particular approach to a lawyer’s relationship to indigent persons, one that stresses the obligatory as opposed to the charitable nature of the services provided. To what extent has this phrase, and its conceptualisation of a lawyer’s role, been used in Asian jurisdictions? This article examines how one Asian jurisdiction, Singapore, conceptualises a lawyer’s relationship to indigent pers
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Sabadie, William. "Conceptualisation et mesure de la qualité perçue d'un service public." Recherche et Applications en Marketing (French Edition) 18, no. 1 (2003): 1–24. http://dx.doi.org/10.1177/076737010301800101.

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Devant le constat de l'insatisfaction des usagers, les réformes successives des services publics se sont focalisées sur la qualité de la servuction. La mesure de la qualité perçue occupe une place centrale dans la démarche d'engagement des services publics. Cet article s'attache à proposer un cadre d'analyse de l'évaluation d'un service public afin de rendre compte de la complexité du statut de l'usager à la fois client, assujetti et citoyen. Après une conceptualisation de la qualité perçue, le lien qualité perçue-satisfaction-engagement est étudié dans le contexte de services publics redistri
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Hochgraeber, Iris, Milena von Kutzleben, Sabine Bartholomeyczik, and Bernhard Holle. "Low-threshold support services for people with dementia within the scope of respite care in Germany – A qualitative study on different stakeholders’ perspective." Dementia 16, no. 5 (2015): 576–90. http://dx.doi.org/10.1177/1471301215610234.

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Low-threshold support services are provided within the basket of services of German long-term care insurance as a part of respite care to support family carers and people with dementia. This study investigates various stakeholders’ (providers, coordinators, volunteers, family carers and people with dementia) perspectives on low-threshold support service regarding its organisation and conceptualisation as well as how stakeholders and users value low-threshold support service using a qualitative approach. Twelve guided interviews and group discussions were conducted with 31 participants. Organis
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Ekaabi, Maryam Ahmed, Khalizani Khalid, Ross Davidson, Ahmad Haifeez Kamarudin, and Christopher Preece. "Smart policing service quality: conceptualisation, development and validation." Policing: An International Journal 43, no. 5 (2020): 707–21. http://dx.doi.org/10.1108/pijpsm-03-2020-0038.

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PurposeThis study evaluates a multidimensional hierarchical scale of smart policing service quality.Design/methodology/approachQualitative and quantitative analysis tools were used to develop a smart policing service quality scale based on the integrative psychometric scale development methodology. A multidimensional hierarchical structure was proposed for smart policing service quality; a group of preliminary items selected from literature was used for the qualitative analysis. For data collection, users of smart policing services were selected through the United Arab Emirates (UAE) research
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Dijk, Pieter A. Van, and Andrea Kirk Brown. "Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance." Journal of Management & Organization 12, no. 2 (2006): 101–15. http://dx.doi.org/10.1017/s1833367200004053.

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ABSTRACTConflicting empirical findings in studies assessing the relationship between emotional labour and negative job outcomes are partly due to the lack of clarity regarding the conceptualisation and measurement of emotional dissonance. Emotional dissonance has been variously described and measured as an antecedent or as a consequence of the performance of emotional labour, as well as an inherent component of emotional labour. Recent conceptualisations of dissonance have proposed a mediator role for emotional dissonance between emotional labour and the outcome of emotional exhaustion. Concep
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Dijk, Pieter A. Van, and Andrea Kirk Brown. "Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance." Journal of Management & Organization 12, no. 2 (2006): 101–15. http://dx.doi.org/10.5172/jmo.2006.12.2.101.

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ABSTRACTConflicting empirical findings in studies assessing the relationship between emotional labour and negative job outcomes are partly due to the lack of clarity regarding the conceptualisation and measurement of emotional dissonance. Emotional dissonance has been variously described and measured as an antecedent or as a consequence of the performance of emotional labour, as well as an inherent component of emotional labour. Recent conceptualisations of dissonance have proposed a mediator role for emotional dissonance between emotional labour and the outcome of emotional exhaustion. Concep
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Baghdadi, Youcef. "Enterprise interactions: conceptualisation, ontology, and standard architectures and services." International Journal of Services and Standards 12, no. 2 (2018): 104. http://dx.doi.org/10.1504/ijss.2018.091841.

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Thèses sur le sujet "Conceptualisation des services"

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Touzi, Wael. "Conceptualisation et modélisation de la production de service : application aux domaines de la santé et de l’enseignement." Thesis, Bordeaux 1, 2011. http://www.theses.fr/2011BOR14382/document.

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Le secteur des services revêt une importance croissante dans toute économie. La croissance de la productivité et celle de l'emploi sont étroitement liées au succès des industries de services, et les services sont depuis récemment, de puissants moteurs de croissance économique dans nombre d'économies. Mais malgré son importance économique, le secteur des services a reçu relativement peu d’attention jusqu’ici dans les travaux d’analyse et d’enquête. Ce manque d’intérêt est attribuable à une vision négative entretenue longtemps par la réflexionEconomique sur le rôle des services.La place grandiss
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Sbayou, Mariem. "Modélisation et simulation des systèmes de production de services : application à un système de sante." Thesis, Bordeaux, 2018. http://www.theses.fr/2018BORD0422/document.

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La croissance rapide du secteur des services est une tendance remarquable dans le monde entier. La complexité de conceptualisation des services est souvent liée à leur modélisation, leur conception, et la gestion des interactions possibles entre le client et le fournisseur. Parmi ces services, les services de santé constituent un des services publics fondamentaux de la société et de l'économie moderne. Les grands défis que doit relever ce secteur concernent sa gouvernance, la coordination et l’accessibilité aux soins. Cette dernière peut être liée à une répartition géographique déséquilibrée d
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Walker, Linda. "Harnessing the energy within human services : a re-conceptualisation of professionalism that incorporates leadership as told through participants' narratives." Thesis, University of Dundee, 2014. https://discovery.dundee.ac.uk/en/studentTheses/9b4b2358-be2d-424b-9f38-b01799db7939.

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The study is located within a Scottish human service context, with human services being defined as predominantly work directly with people (service users; patients; volunteers; clients) across public and third sector settings. It draws on narratives from six distinct disciplines including social work, education, police, community learning and development, educational psychology and nursing. Whilst participants reflected on their journeys to becoming a professional, they explored how opportunities, both given and taken to lead throughout their careers, may have influenced their understanding an
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Maphutha, Mokwi Morgan. "Conceptualisation of service-learning at two rural-based universities." Thesis, University of Limpopo, 2016. http://hdl.handle.net/10386/3302.

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Thesis (PhD. (Education)) --University of Limpopo, 2016<br>This study reports on an exploration of a conceptual framework for service-learning in order to provide a shared and common understanding necessary for guiding best practice of service-learning at the heart of two-rural-based universities in South Africa. The key research question answered in this study was: How is service-learning conceptualised by dir ectors of community engagement, project coordinators, academic staff members, and students at two rural-based universities in South Africa? The following sub-questions were devel
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Trusson, Clive. "Resigned robots and aspiring artisans : a conceptualisation of the IT service support worker." Thesis, Loughborough University, 2013. https://dspace.lboro.ac.uk/2134/13335.

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In the last two decades the IT service support worker has emerged to be a worker-type of considerable socio-economic importance. Such workers are symbolic of the trends towards the importance of information/knowledge and information technology within modern economic/political systems. Such systems, heavily influenced by governmental bodies and business organisations, have aggrandised the use of rationalising customer-centric management techniques. And yet such symbolic workers are largely hidden and unacknowledged as a specific type of worker in the business literature. This thesis represents
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Daniels, Freda J. "The conceptualisation and application of service-learning in higher education : a case study." Thesis, Stellenbosch : Stellenbosch University, 2003. http://hdl.handle.net/10019.1/53620.

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Thesis (MPhil)--University of Stellenbosch, 2003.<br>ENGLISH ABSTRACT: The central question that this research study addresses is whether higher education institutions in South Africa are sufficiently meeting the needs of their students, by contextualising and integrating their academic curricula with service delivery in communities. The higher education sector has been criticized for not adequately promoting and developing social responsibility in the context of civic awareness among their students. This study suggests that service-learning could become a vital force in educational ch
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King, Susan Therese, and sue king@unisa edu au. "The Changing of the Guard: conceptualisations of prison officers' work in three South Australian prisons." Flinders University. Flinders Institute of Public Policy and Management, 2007. http://catalogue.flinders.edu.au./local/adt/public/adt-SFU20070313.175216.

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The prison officer is central to prison life, yet understandings of this role are limited. This thesis argues that the two overarching (and often competitive)conceptualisations of prison officers' work as custodial work or human services work are limited. Eight conceptualisations of prison officers' work from the correctional literature are identified - Para-military officer, Security Officer, Warehouser of prisoners, Public Servant /bureaucrat, Professional, Manager of Prisoners , Therapist and Case Manager. These conceptualisations are defined and related to one another by examining their co
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Reynoso, Javier F. "Towards the conceptualisation and operationalisation of internal service quality : an examination in UK hospitals." Thesis, University of Manchester, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.631229.

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In the service sector literature, both marketers and organisational behaviourists emphasise the importance of the internal dynamics of the organisation in terms of a network of customers and suppliers interacting together to satisfy customers. Although the relevance of internal customers within the context of the service delivery process is frequently referred to in that literature, there is in fact, a somewhat surprising paucity of published research on the topic. The research project reported here was aimed, firstly at identifying and measuring those factors which determine how internal cust
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Gómez, Mejía Alina. "Stress des organisations : une conceptualisation dans une perspective stratégique : le cas des organisations sanitaires et sociales." Rouen, 2012. http://www.theses.fr/2012ROUED012.

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La crise financière qui a débuté en 2008 et qui a mené des entreprises centenaires à la faillite, qui a mis en difficulté des milliers d'autres entreprises, nous a conduit à un premier questionnement relatif à la survie des organisations dans un environnement turbulent. Si l'on considère que la survie de l'organisation constitue un enjeu majeur pour ses parties prenantes et pour la société en général, il s'avère fondamental de repérer les pathologies, ainsi que leurs signes avant-coureurs afin de permettre la recherche de remédiations. Un premier travail de révision de la littérature portant s
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Polzenhagen, Frank. "Cultural conceptualisations in West African English : a cognitive-linguistic approach /." Frankfurt am Main [u.a.] : Lang, 2007. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=016163259&line_number=0004&func_code=DB_RECORDS&service_type=MEDIA.

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Livres sur le sujet "Conceptualisation des services"

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Gingras, Pauline. L' approche communautaire: Essai de conceptualisation. Centre de recherche sur les services communautaires, 1993.

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Thomas, Noël A. Le développement de services sociaux en français dans la région de Niagara: Analyse des besoins et conceptualisation de modèles d'action. Réseau Interaction Network Inc., 1990.

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Chapitres de livres sur le sujet "Conceptualisation des services"

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Pareek, Vandana, and Tina Harrison. "Towards the Re-conceptualisation and Measurement of Services Brand Identity." In Let’s Get Engaged! Crossing the Threshold of Marketing’s Engagement Era. Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-11815-4_60.

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Mougaard, K., L. Neugebauer, T. C. McAloone, N. Bey, and J. B. Andersen. "Collaborative Product/Service-Systems – On Conceptualisation of PSS Offerings and Business Nets." In The Philosopher's Stone for Sustainability. Springer Berlin Heidelberg, 2013. http://dx.doi.org/10.1007/978-3-642-32847-3_38.

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van Waterschoot, Walter, Piyush Kumar Sinha, Steve Burt, Joeri De Haes, Thomas Foscht, and Annouk Lievens. "The Classic Conceptualisation and Classification of Distribution Service Outputs – Time for a Revision?" In European Retail Research. Gabler, 2011. http://dx.doi.org/10.1007/978-3-8349-6147-1_1.

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"2 Conceptualisation of advanced business services and offshoring." In Offshoring of white-collar services. De Gruyter, 2020. http://dx.doi.org/10.1515/9783110690668-003.

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Rouibah, Kamel, Paul Benjamin Lowry, and Laila Almutairi. "Dimensions of Business-to-Consumer (B2C) Systems Success in Kuwait." In Web-Based Services. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9466-8.ch054.

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An extensive body of research has tested the information systems success model in many contexts. Surprisingly, few of these studies have applied it to e-commerce. A study by represents one such initiative, but it is crucial to address several remaining gaps associated with that study. Moreover, no e-commerce success model has considered the Arab world, which exhibits unique cultural factors influencing e-commerce. The authors' study proposes an improved IS success model for e-commerce in the Arab world. This model, based on that of , adds several enhancements to the validity and generalisability of his efforts, uses the latest SEM techniques, including both monetary and nonmonetary value conceptualisations, uses a multidimensional conceptualisation of system quality, and proposes specific factors of e-commerce service quality. The authors tested the proposed research model with a truly randomised sampling approach using 288 experienced business-to-consumer (B2C) consumers in the Arab world. The results largely support our hypothesised model. The most important difference between our results and those of previous studies is our finding that although service quality influences value, it has no bearing on user satisfaction in an Arab context. This study will be useful for practitioners and researchers seeking to improve the understanding of B2C e-commerce success in the Arab world.
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Barrutia, Jose M., and Ainhize Gilsanz. "e-Service Quality." In Quality Management for IT Services. IGI Global, 2011. http://dx.doi.org/10.4018/978-1-61692-889-6.ch002.

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The development of new orientations and focuses for the conceptualisation and measurement of electronic service quality (henceforth, e-SQ) is demonstrably necessary. This chapter is mainly addressed to highlight research avenues for improving our understanding of e-SQ management, based on a critical review of previous literature. The orientation of this study aims to reduce the efforts of researchers who desire to enter this field. To do this, we offer a research agenda and synthesise the main previous studies, including the dimensions employed within a set of selected works. We start by expounding the reasons that justify the carrying out of a project of investigation to measure e-SQ. We move on to describe the current e-SQ research gaps (research opportunities). And we conclude with a section devoted to the setting out of our conclusions and indicating possible routes for future investigation.
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Mustafa, Cecep. "The Challenges to Improving Public Services and Judicial Operations." In Handbook of Research on Global Challenges for Improving Public Services and Government Operations. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-4978-0.ch007.

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This chapter explores judicial perspectives on sentencing minor drug offenders in Indonesia. As a basis for the framework for this study, a concept of Goffman on dramaturgy was used to explain the dramaturgical competence of the panel judges in their attempts to show accountability to their audiences (i.e., the sphere of politics, the public, and religion). Conceptualisation of this study stems from this author former self-identity as a judge but also from the author biography since the author more familiar with the practical pressure and challenges of lower court judges. This chapter contributes to knowledge by considering that the judicial awareness of the issues surrounding justice and public acceptance led to the situation where they were attempting to present a unique balance between pursuing justice and public service.
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Azemi, Yllka, and Wilson Ozuem. "Online Service Failure and Recovery Strategy." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9776-8.ch006.

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The Internet environment has transformed the concepts of service failure and recovery strategies from a dyadic customer-provider focus into a multidimensional web quality scope. In traditional encounters, the research spectrum of service failure and recovery strategies is very much developed from a customer service approach, and the responsibility of recovery has been traditionally assumed to be something that is assigned to the marketer. Studies pay little or no attention to the multidimensional nature of service failures contingent to recovery strategies in the evolving social media. To date, empirical studies have focused on service failures and recovery strategies in online marketing environments, but pay limited attention to social media platforms. This paper aims to provide some insights on the need for a broader conceptualisation of service failure and recovery strategies, incorporating social media platforms for the development of effective marketing communications programme.
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Handayani, Bintang. "Going to the Dark Sites With Intention." In Advances in Hospitality, Tourism, and the Services Industry. IGI Global, 2018. http://dx.doi.org/10.4018/978-1-5225-2750-3.ch003.

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This chapter discusses construction of niche tourism in postmodernism. It aims to give a flavour on how the arguments are presented. Utilising death sites and Voluntourism, coupled with proliferation of Information and Communications Technology (ICT) as backdrop, this chapter sets to the layer of dark tourism as the revelation and contemplation, it bridges the nexus between visiting the death sites and extreme poverty areas, and hospitality features as core essence attributed to authentic experience. This chapter thus is an agreement of the previous studies which suggest authentic experience derived from cool authenticity and existential authenticity. It would emerge as not only the answer for searching authentic experiences but also most importantly it could extend the niche tourism formation and deepen Voluntourism conceptualisation. Findings of this study provide practitioners in the tourism and hospitality industries with clues to position death sites and Voluntourism as premium market offerings. Eventually, some directions for future study are discussed.
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Gunter, Helen M. "Thinking politically: challenging public education." In The Politics of Public Education. Policy Press, 2018. http://dx.doi.org/10.1332/policypress/9781447339588.003.0001.

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This chapter provides an overview of the book's main themes. This book presents a new conceptualisation, so-called Knowledgeable Polities, and identifies and deploys the Education Policy Knowledgeable Polity as the methodological means of examining the dynamics of the state, people, practices, ideologies and networks. Such an approach allows the study to consider the conditions for rethinking politically ongoing ‘reforms’ of education. The book provides access to ideas, evidence, and practices vital for the re-politicisation of public services education. By engaging with Hannah Arendt as a ‘discussion partner’, it explores a range of ideas and arguments.
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Actes de conférences sur le sujet "Conceptualisation des services"

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Baek, Joon Sang, Sojung Kim, and Yoonee Pahk. "A sociotechnical framework for the design of collaborative services: diagnosis and conceptualisation." In Design Research Society Conference 2016. Design Research Society, 2016. http://dx.doi.org/10.21606/drs.2016.203.

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Leonard, Michel, and Anastasiya Yurchyshyna. "Decision Constructing as Conceptualisation of Service Innovation." In 2011 International Joint Conference on Service Sciences (IJCSS). IEEE, 2011. http://dx.doi.org/10.1109/ijcss.2011.15.

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Utz, Wilfrid, Robert Woitsch, and Dimitris Karagiannis. "Conceptualisation of Hybrid Service Models: An Open Models Approach." In 2011 IEEE 35th IEEE Annual Computer Software and Applications Conference Workshops (COMPSACW). IEEE, 2011. http://dx.doi.org/10.1109/compsacw.2011.89.

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Kasimatis, Katerina, Vasiliki Kontogianni, Andreas Moutsios-Rentzos, and Varvara Rozou. "IDENTIFYING THE EFFECTIVE TEACHER: THE CONCEPTIONS OF PRE-SERVICE ASSISTANT NURSES." In International Conference on Education and New Developments. inScience Press, 2021. http://dx.doi.org/10.36315/2021end027.

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In this paper, we focus on the conceptions of effective teaching that pre-service assistant nurses hold about effective and ineffective teaching during their training in Public Vocational Training Institutes (DIEK) in Greece. We focused on three aspects of teaching effectiveness: 1) The model of Patrick and Smart (1998), who identified three groups of effective teacher characteristics includes; respect for students, ability to challenge students, organisation and presentation skills; 2) Considering the hands-on teaching experiences of pre-service assistant nurses, we explored their conceptions
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