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Contribution des éléments de gestion des réclamations à la satisfaction : les apports de la théorie de la justice

Author

Listed:
  • William Sabadie

    (IRIS - Equipe de Recherche en marketing - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Laboratoire de Recherche Magellan - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Institut d'Administration des Entreprises (IAE) - Lyon)

  • Isabelle Prim-Allaz

    (COACTIS - COnception de l'ACTIon en Situation - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet - Saint-Étienne)

  • Sylvie Llosa

    (CEROG - Centre d'Etudes et de Recherche sur les Organisations et la Gestion - Université Paul Cézanne - Aix-Marseille 3)

Abstract

This research aims to propose a presentation of the justice theory contributions to the customer complaint handling in the context of a service experience. The Tetraclass model of satisfaction helps in defining the different contributions of the justice components. This study indicates that in the context of relationships between health practitioners and the French social insurance, there are different contribution logics of the complaint handling elements.

Suggested Citation

  • William Sabadie & Isabelle Prim-Allaz & Sylvie Llosa, 2006. "Contribution des éléments de gestion des réclamations à la satisfaction : les apports de la théorie de la justice," Post-Print hal-00519837, HAL.
    • Handle: RePEc:hal:journl:hal-00519837
    Note: View the original document on HAL open archive server: https://hal.science/hal-00519837
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    Citations

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    Cited by:

    1. Sophie Jeanpert & Laure Jacquemier & Sophie Claye-Puaux, 2021. "The role of human interaction in complaint handling," Post-Print hal-03516556, HAL.
    2. Lars Meyer-Waarden & William Sabadie, 2012. "Quelles dimensions de la théorie de la justice privilégier pour satisfaire les réclamants : le rôle de la qualité de la relation?," Post-Print halshs-00685291, HAL.
    3. Fanny Reniou & Aurélien Rouquet & Dilip Subramanian & Jean-Baptiste Suquet, 2017. "Réclamations « déviantes » des clients : quelles réponses pour les organisations ?," Post-Print hal-01630914, HAL.
    4. Jeanpert, Sophie & Jacquemier-Paquin, Laure & Claye-Puaux, Sophie, 2021. "The role of human interaction in complaint handling," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).

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