Les Apports De La Theorie De La Justice Pour Une Meilleure Gestion Des Reclamations Clients
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.
|Date of creation:||2003|
|Date of revision:|
|Publication status:||Published in 19ème Congrès International de l'Association Française du Marketing, 2003, Tunisia. pp.CD Rom, 2003|
|Note:||View the original document on HAL open archive server: https://hal.archives-ouvertes.fr/hal-00519848|
|Contact details of provider:|| Web page: https://hal.archives-ouvertes.fr/|
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