10

Our study is in line with the work on understanding the use of data from satisfaction surveys and more generally in the work on dealing with service quality. We are interested here in the practice of operational managers (site managers). We highlight three main factors that explain the intentions of use (or non-use) of patient survey data: managers’ attitudes, perceived facilitating effects and perceived social norms. Such results lead us to recommend a development of the “management culture” and approaches of “tool pedagogy” as well as a greater availability of support functions.