Title: Functions of Public Services Evaluation through Users- Satisfaction: Between Discipline and Learning
Abstract: The purpose of this paper is to question the use of a user-s satisfaction indicator in the governance of a local authority. Drawing on the Foucauldian approach to government, the study of eight indicators shows that the learning and discipline dimensions, far from being mutually exclusive, are closely interwoven and adapted to each specific context of governance. The function of discipline appears connected by the logic of learning, generating visibility, comparability, and supervision. A process of appropriation is implemented based on interactions and explanatory discourses in order to take into account the reservations expressed by stakeholders involved in the evaluation and to avoid the failure of the initiative.
Publication Year: 2011
Publication Date: 2011-01-01
Language: en
Type: article
Access and Citation
AI Researcher Chatbot
Get quick answers to your questions about the article from our AI researcher chatbot