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Mesure et effets de l'insatisfaction: Application au marché des services aériens

Author

Listed:
  • Helen Zeitoun
  • Emmanuel Chèron

    (ULaval - Université Laval [Québec])

Abstract

Cette recherche évalue le concept d'insatisfaction appliqué au marché des services aériens entre le Canada et la France. Elle en identifie les causes, en suggère une méthode de mesure, puis analyse les comportements de réaction à l'insatisfaction. Il en découle une relation de cause à effet qui établit les bases d'un positionnement des compagnies aériennes et des classes de service sur le marché en fonction des sources d'insatisfaction et des formes de réaction. Ce positionnement fournit aussi les axes d'une stratégie concurrentielle de gestion «défensive» de l'insatisfaction.

Suggested Citation

  • Helen Zeitoun & Emmanuel Chèron, 1990. "Mesure et effets de l'insatisfaction: Application au marché des services aériens," Post-Print hal-02011512, HAL.
    • Handle: RePEc:hal:journl:hal-02011512
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    Cited by:

    1. Michel Serieys, 2006. "Continuité ou discontinuité : un test empirique de la Satisfaction des Internautes pour les Fournisseurs d'Accès et de Services Internet," Post-Print halshs-00134432, HAL.

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