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Contribution des elements de gestion des reclamations a la satisfaction: les apports de la theorie de la justice

Author

Listed:
  • W. Sabadie

    (UJML - Université Jean Moulin - Lyon 3 - Université de Lyon)

  • I. Prim-Allaz

    (UL2 - Université Lumière - Lyon 2)

  • S. Llosa

    (Université Paul Cézanne - Aix-Marseille 3)

Abstract

Cet article s'intéresse à la gestion des réclamations dans les services. Il se centre sur l'impact des différents éléments de gestion des réclamations sur la satisfaction des clients. En utilisant le modèle Tétraclasse (Llosa, 1996) dans le cadre des relations entre les professionnels de santé et les Caisses Primaires d'Assurance Maladie, il montre qu'il existe quatre catégories d'attributs: certains ont un impact asymétrique, fort seulement en cas de bonnes performances (éléments « Plus »), ou seulement en cas de mauvaises performances (éléments « Basiques »). D'autres ont un impact stable, fort quel que soit le niveau de performance perçue (éléments « Clés ») ou toujours faible (éléments « Secondaires »). De plus, cette analyse est réalisée à la lumière des trois facettes de la théorie de la justice. Elle montre que les attributs relevant de la justice distributive sont « Clés », ceux relevant de la justice interactionnelle en général « Basiques ». Les éléments de justice procédurale ont quant à eux globalement un impact plus contrasté (« Plus » ou « Basique »). Enfin, l'article souligne que l'origine de la responsabilité de l'incident (responsabilité unique de l'entreprise versus responsabilité partagée), influence l'impact des attributs sur la satisfaction.

Suggested Citation

  • W. Sabadie & I. Prim-Allaz & S. Llosa, 2006. "Contribution des elements de gestion des reclamations a la satisfaction: les apports de la theorie de la justice," Post-Print hal-01822842, HAL.
    • Handle: RePEc:hal:journl:hal-01822842
    DOI: 10.1177/076737010602100303
    Note: View the original document on HAL open archive server: https://amu.hal.science/hal-01822842
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    References listed on IDEAS

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    6. Folkes, Valerie S, 1988. "Recent Attribution Research in Consumer Behavior: A Review and New Directions," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(4), pages 548-565, March.
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    8. Chebat, Jean-Charles & Slusarczyk, Witold, 2005. "How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study," Journal of Business Research, Elsevier, vol. 58(5), pages 664-673, May.
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    Cited by:

    1. Pierre-Nicolas Schwab & Laurence Rosier & Sandra Rothenberger, 2015. "Politeness matters: The antecedents and consequences of politeness in a complaint handling setting," Working Papers CEB 15-011, ULB -- Universite Libre de Bruxelles.
    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).
    5. Pierre-Nicolas Schwab & Laurence Rosier, 2013. "Politeness strategies in firms’ answers to customer complaints," Working Papers CEB 13-023, ULB -- Universite Libre de Bruxelles.

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