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Les Apports De La Theorie De La Justice Pour Une Meilleure Gestion Des Reclamations Clients


  • Isabelle Prim-Allaz

    () (COACTIS - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet [Saint-Étienne])

  • William Sabadie

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


This paper presents and analyses complaining behaviors in service industries. Twenty-one critical incidents are collected and help introducing justice principles and justice theories (distributive, procedural and interactional justices) through a content analysis. These examples show the relevance of the justice theory frameworks to manage complaints. Then, some managerial propositions are made in order to help companies to improve their customer complaint management.

Suggested Citation

  • Isabelle Prim-Allaz & William Sabadie, 2003. "Les Apports De La Theorie De La Justice Pour Une Meilleure Gestion Des Reclamations Clients," Post-Print hal-00519848, HAL.
  • Handle: RePEc:hal:journl:hal-00519848
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    Cited by:

    1. Shérazade Gatfaoui & Rola Hussant-Zébian & Delphine Martinenq, 2013. "A dynamic analysis of the construction of customer resistance in the customer/property developer relationship: an approach based on retrospective interviews
      [Quels processus de construction de la r
      ," Post-Print hal-01127887, HAL.


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