IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-00519848.html
   My bibliography  Save this paper

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

Author

Listed:
  • 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)

Abstract

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
    Note: View the original document on HAL open archive server: https://hal.archives-ouvertes.fr/hal-00519848
    as

    Download full text from publisher

    File URL: https://hal.archives-ouvertes.fr/hal-00519848/document
    Download Restriction: no

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    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.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:hal-00519848. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (CCSD). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.