The purpose of this paper is to contribute to the understanding of public service quality in its relationship with citizen-customers satisfaction. The methodological choice consists of a synthesis of public service theories, a conceptual frameworks of service marketing and models of service quality. This theoretical synthesis made also possible to discuss the concepts of service quality and their application in the context of public administration. Thus, this article proposes a conceptual model of quality based on seven qualitative dimensions of the public service influencing citizen-customers satisfaction. The theoretical results indicate that these qualitative dimensions make it possible to grasp the contribution of quality to mastering the complexity of public service through citizen-customers satisfaction.

In recent years, we have been witnessing profound economic changes which imply a change in organizational boundaries. We note that the inter-organizational mode of operation is more and more relevant, it is thus presented as the appropriate scope for implementing new forms of governance in the service of innovation.Therefore, this article is an opportunity to make a synthesis of the literature having apprehended the concept of governance of territorialized networks of organization and its role in the performance of companies and networks as well as the territory. This is to highlight the different conceptions of the latter, as well as the role that collaborative work plays to improve networks.In recent years, we have been witnessing profound economic changes which imply a change in organizational boundaries. We note that the inter-organizational mode of operation is more and more relevant, it is thus presented as the appropriate scope for implementing new forms of governance in the service of innovation.Work explicitly dealing with the governance of territorialized organization networks (RTO) remains largely in the minority (Jones et al, 1997). However, the notion appears to be the central element allowing to ensure the competitiveness and the existence of these systems (Alberti, 2001).Therefore, this article is an opportunity to make a synthesis of the literature having apprehended the concept of governance of territorialized networks of organization and its role in the performance of companies and networks as well as the territory. This is to highlight the different conceptions of the latter, as well as the role that collaborative work plays to improve networks.