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Relation au fournisseur : impératif de multicanalité et gestion des émotions

Author

Listed:
  • Béatrice Siadou-Martin

    (MRM - Montpellier Research in Management - UM1 - Université Montpellier 1 - UPVM - Université Paul-Valéry - Montpellier 3 - UM2 - Université Montpellier 2 - Sciences et Techniques - UPVD - Université de Perpignan Via Domitia - Groupe Sup de Co Montpellier (GSCM) - Montpellier Business School)

  • Ghislaine Pellat

    (CERAG - Centre d'études et de recherches appliquées à la gestion - UPMF - Université Pierre Mendès France - Grenoble 2 - CNRS - Centre National de la Recherche Scientifique)

  • David Vidal

    (MRM - Montpellier Research in Management - UM1 - Université Montpellier 1 - UPVM - Université Paul-Valéry - Montpellier 3 - UM2 - Université Montpellier 2 - Sciences et Techniques - UPVD - Université de Perpignan Via Domitia - Groupe Sup de Co Montpellier (GSCM) - Montpellier Business School)

  • Fanny Poujol

    (CEROS - Centre d'Etudes et de Recherches sur les Organisations et la Stratégie - UPN - Université Paris Nanterre)

Abstract

This research examines the impact of face-to-face and virtual interactions on emotions and satisfaction of the buyer in B-to-B. The role of emotions in the B-to-B context and the influence of positive emotions on the overall satisfaction towards the supplier are confirmed. More specifically, the study shows that while the frequency of contacts has no impact, the nature of the contacts has an effect on emotions : face-to-face interactions generate positive emotions while virtual interactions generate negative emotions.

Suggested Citation

  • Béatrice Siadou-Martin & Ghislaine Pellat & David Vidal & Fanny Poujol, 2014. "Relation au fournisseur : impératif de multicanalité et gestion des émotions," Post-Print hal-01992816, HAL.
    • Handle: RePEc:hal:journl:hal-01992816
    DOI: 10.3917/mav.072.0177
    Note: View the original document on HAL open archive server: https://hal.umontpellier.fr/hal-01992816
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    References listed on IDEAS

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    2. Bèzes, Christophe, 2014. "Definition and psychometric validation of a measurement index common to website and store images," Journal of Business Research, Elsevier, vol. 67(12), pages 2559-2578.
    3. 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.
    4. repec:dau:papers:123456789/1505 is not listed on IDEAS
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