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

  • Isabelle Prim-Allaz

    ()

    (COACTIS - Université Lumière - Lyon II : EA4161 - Université Jean Monnet - Saint-Etienne)

  • William Sabadie

    (IRIS - Equipe de Recherche en marketing - Centre de recherche Magellan de l'IAE - Université Jean Moulin - Lyon III)

Registered author(s):

    Cette communication se propose de présenter et d'analyser des comportements de réclamations dans le cadre d'expériences de services. A partir de vingt et un récits, collectés grâce à la méthode des incidents critiques, les auteurs présentent et illustrent l'ensemble des règles de justice contenues dans les théories de la justice (justices distributive, procédurale et interactionnelle). La pertinence de ce cadre d'analyse dans l'étude de la gestion des réclamations est ainsi montrée. De l'analyse de contenu, les auteurs retirent un certain nombre de propositions concrètes pour permettre aux entreprises de mieux gérer leurs réclamations.

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    File URL: http://hal.archives-ouvertes.fr/docs/00/51/98/48/PDF/article_AFM_2003_VF.pdf
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    Paper provided by HAL in its series Post-Print with number hal-00519848.

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    Date of creation: 2003
    Date of revision:
    Publication status: Published - Presented, 19ème Congrès International de l'Association Française du Marketing, 2003, Tunisia
    Handle: RePEc:hal:journl:hal-00519848
    Note: View the original document on HAL open archive server: http://hal.archives-ouvertes.fr/hal-00519848/en/
    Contact details of provider: Web page: https://hal.archives-ouvertes.fr/

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