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International audience; The proliferation of quality labels for the same food product questions the relevance of labeling schemes. Based on the theory of legitimacy and research on food-related consumer behavior, this study aims to examine the influence of the perceived legitimacy of a label (PDO) on consumers' perceptions of the quality and purchase intentions of the labeled product. A conceptual model was, therefore, developed to estimate the influence of four dimensions of legitimacy on the perceived quality and purchase intention of PDO-labeled cheese, French cheeses being products whose quality is traditionally linked to their regional origin. Our model was tested on a sample of 600 consumers representative of the French population. Using Partial Least Square Structural Equation Modeling, results show that for surveyed consumers, the pragmatic, regulative, and moral legitimacy of the PDO label positively influences the perceived quality of PDO-labeled cheese. Furthermore, pragmatic legitimacy has a substantial and direct influence on purchase intention, whereas both regulative and moral legitimacy influence purchase intention only indirectly through perceived quality. Unexpectedly, our findings do not show a significant influence of cognitive legitimacy either on perceived quality or purchase intention. The output of this research contributes to a better understanding of the link between a label's legitimacy, perceived quality, and purchase intention.

BackgroundPolitical and managerial reforms affect the health sector by translating into governance tensions. As identified in the public management literature, these tensions come from the diffusion of management principles and practices from the business world. These tensions manifest at four levels: institutional, organisational, managerial and instrumental. The aim of this research is to understand how these tensions are expressed in healthcare organisations of different status.MethodsWe conduct a contrasting case study exploring the cases of two French healthcare organisations, one private for-profit (clinic) and one public not-for-profit (cancer treatment centre). Our analyses are mainly based on the content analysis of 32 semi-structured interviews conducted with staff (nurses, doctors, management and administrative staff) of these two organisations.ResultsOur results show that these tensions can be distinguished into three categories (tensions on professional values, standards and practices) which are expressed differently depending on the type of healthcare organisation and its main management characteristics.ConclusionsUnexpectedly, in the for-profit organisation, the most intense tensions concern professional standards, whereas they concern professional practices in the not-for-profit organisation. These analyses can help guide policy makers and healthcare managers to better integrate these tensions into their political and managerial decisions.

International audience

International audience

International audience; Borrowed from educational sciences, “learning” is a concept that resonates greatly throughout management studies. Recent years have witnessed growing debate about the usefulness of public sector bodies being depicted as learning organisations (Senge, 1991). Research in this domain has generally presented organisational learning - itself proximate to the construct of a learning organisation - as a lever (or even a model) for reforming public organisations (Jorgensen, 2004). The idea here has been to rethink public policy-making and action in a way that places greater emphasis on practice, practitioners and participatory approaches. A first step towards this goal is to create a climate conducive to learning and new ways of thinking. It is a view that depicts evaluation as an enabling factor that both nurtures dialogue and scrutinises current practice, thereby contributing to the collective production of new organisational knowledge (Nonaka 1994). The four articles présented contributions have in common is the questions they raise regarding the tensions that can arise between reference frameworks and practice. They invite readers to come up with other ways of looking at public sector organisations, ones more geared towards the latter’s learning culture; and towards the learning practices and situations where evaluations have a role to play.

International audience; In a context where cancer is the leading cause of death in France, there is a real interest in identifying the perception that patients have of their care path in order to improve the perceived quality of their experience. It could ultimately help to act positively on the acceptance by the patient of a difficult situation to live and now considered as chronic. Based on an analysis of 956 speeches of breast cancer patients posted on a discussion forum, the aim of this research is to reconstruct the path experienced by patients in their experience of the disease. This contribution explores the three key stages in the pathway of these patients. It highlights a myriad of critical touch points leading to an alteration in the perception of care on which the institutions need to pay special attention. This research also highlights two important extra-pathway stages: the pre-pathway stage and the post-pathway stage.

International audience

International audience; In its most advanced dimension, collaborative innovation is an open innovation approach. It aims to involve various stakeholders in the value creation from conception. It is a particular process of extraordinary participation, learning new practices and adjustment still not observed. The collaborative innovation process adopted by a mutual bank here brings some light on how it implements the changes which it gives rise, plasticity and agility necessary for its success.; Dans sa dimension la plus aboutie, l’innovation collaborative est une démarche d’innovation ouverte. Elle vise à impliquer diverses parties prenantes à la création de valeur dès la conception. C’est un processus particulier de participation extraordinaire, d’apprentissage de nouvelles pratiques et d’ajustement encore peu observé. Le processus d’innovation collaborative adopté par une banque mutualiste apporte ici un éclairage sur la manière dont il se met en œuvre, les mutations auxquelles il donne lieu, la plasticité et l’agilité nécessaires à son succès.

International audience; The customer satisfaction is a field which is not fully explored, especially in its transposition to non-profit services like health-care systems. As shown in many researches, in the service area, the satisfaction can be approached with the service quality concept. The customer satisfaction is an important aspect of the business performance. In health-care systems, medical services managers, public institutions, practitioners and employees are interested in knowing and evaluating the patient satisfaction. This can be a dimension of the patient satisfaction in the health-care " industries " and a performance indicator. Researchers have identified the dimensions of satisfaction and work on its measurement. Thus scales can be used to measure the customer satisfaction and the ability to deliver a good service quality. The researches showed that a direct link exists between satisfaction and service quality. We propose in this article a reflection on the possible transposition of these scales to evaluate the patient satisfaction. For that we have used a qualitative approach (semi-conducted interviews on patients, doctors and nursing staffs), then we have proposed an ad-hoc scale to measure both patient satisfaction and service quality. Finally a model has been created. Design, study and management of hospital systems are increasingly difficult and expansive areas existing multiple and complex system. A hospital can be defined such as an Health care Supply Chain (Chabrol et al., 2006). Health care Supply Chain is an opened set, crossed by human, material, informational and financial flows, composed of autonomous entities (suppliers, hospital departments, logistic services and external medical services…) which use restricted resources (time, material, capital, …) and coordinate their actions thanks to an integrated logistic process to improve firstly their collective performance (patient's satisfaction) and secondly their individual performance. Most part of the studies in patient satisfaction is done for Operation Research models and does not deal with qualitative approach. Linking patient satisfaction and customer satisfaction is one of the goal of this