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Quelles dimensions de la théorie de la justice privilégier pour satisfaire les réclamants : le rôle de la qualité de la relation?

Author

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  • Lars Meyer-Waarden

    (CRM - Centre de Recherche en Management - UT Capitole - Université Toulouse Capitole - UT - Université de Toulouse - IAE - Institut d'Administration des Entreprises - Toulouse - CNRS - Centre National de la Recherche Scientifique)

  • William Sabadie

    (Laboratoire de Recherche Magellan - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Institut d'Administration des Entreprises (IAE) - Lyon)

Abstract

The aim of this communication is to study the effectiveness of complaint management accord-ing to the quality of the relationship between the firm and the customer. We compare interac-tional (relational) and distributive (monetary) compensations in terms of preference for existent and new customers. The results show that customers having a strong relationship quality with the firm prefer interactional efforts and pur-chase vouchers to refunding. New customers hav-ing a weak relationship quality with the firm prefer distributive compensations and refunding.

Suggested Citation

  • Lars Meyer-Waarden & William Sabadie, 2012. "Quelles dimensions de la théorie de la justice privilégier pour satisfaire les réclamants : le rôle de la qualité de la relation?," Post-Print halshs-00685291, HAL.
    • Handle: RePEc:hal:journl:halshs-00685291
    Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-00685291
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    References listed on IDEAS

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