Réinventer les services publics : Impact et intégration des approches centrées sur le client

Mokhles SABOUR

Article Details

Réinventer les services publics : Impact et intégration des approches centrées sur le client

Authors:

Mokhles SABOUR

Publisher:

Naoual BENSLIMANE

Journal:

Revue de l’Intelligence Artificielle et du développement territorial durable Vol.1 Issue 2, pp.209-234

Document Type:

Article

Publication Date:

10/2025

Document Language:

French

Document ID (Org No.):

2001847781

pISSN:

3009-5808

Keywords:

Abstract:

 This study examines the integration of customer orientation within public organizations to improve service quality and citizen satisfaction. Aware of the growing importance of customeroriented approaches, public service providers are increasingly adopting strategies that prioritize the needs and expectations of citizen-users, regarded as customers. This study assesses the relevance of implementing customer-oriented practices in the public sector through a comprehensive literature review, followed by an analysis of the theoretical foundations, practical applications, and outcomes of these approaches. The findings reveal that integrating customer orientation through various frameworks and models significantly enhances service quality and citizen satisfaction. Furthermore, this study highlights the transformative potential of customer orientation in the public sector and provides insights into achieving a balance between efficiency, equity, and public values.

Article Details

Réinventer les services publics : Impact et intégration des approches centrées sur le client

Authors:

Mokhles SABOUR

Publisher:

Naoual BENSLIMANE

Journal:

Revue de l’Intelligence Artificielle et du développement territorial durable Vol.1 Issue 2, pp.209-234

Document Type:

Article

Publication Date:

10/2025

Document Language:

French

Document ID (Org No.):

2001847781

pISSN:

3009-5808

Services publics

orientation client

satisfaction des citoyens

nouvelle gestion publique

Issues

Article Details

Réinventer les services publics : Impact et intégration des approches centrées sur le client

Authors: Mokhles SABOUR

Publisher: Naoual BENSLIMANE

Journal: Revue de l’Intelligence Artificielle et du développement territorial durable Vol.1 Issue 2, pp.209-234

Document Type: Article

Publication Date: 10/2025

Document Language: French

Document ID (Org No.): 2001847781

pISSN: 3009-5808

Services publics

orientation client

satisfaction des citoyens

nouvelle gestion publique

Issues

Authors:

Mokhles SABOUR

Publisher:

Naoual BENSLIMANE

Journal:

Revue de l’Intelligence Artificielle et du développement territorial durable Vol.1 Issue 2, pp.209-234

Document Type:

Article

Publication Date:

10/2025

Document Language:

French

Document ID (Org No.):

2001847781

pISSN:

3009-5808