Pourquoi un si faible niveau de satisfaction des clients qui achètent un bien immobilier neuf ? Une explication par le gap émotionnel

Florence Jacob (), Fabrice Larceneux () and Valérie Renaudin
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Florence Jacob: NIMEC - Normandie Innovation Marché Entreprise Consommation - UNICAEN - Université de Caen Normandie - NU - Normandie Université - ULH - Université Le Havre Normandie - NU - Normandie Université - UNIROUEN - Université de Rouen Normandie - NU - Normandie Université - IRIHS - Institut de Recherche Interdisciplinaire Homme et Société - UNIROUEN - Université de Rouen Normandie - NU - Normandie Université
Fabrice Larceneux: DRM - Dauphine Recherches en Management - Université Paris Dauphine-PSL - PSL - Université Paris Sciences et Lettres - CNRS - Centre National de la Recherche Scientifique
Valérie Renaudin: DRM - Dauphine Recherches en Management - Université Paris Dauphine-PSL - PSL - Université Paris Sciences et Lettres - CNRS - Centre National de la Recherche Scientifique

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Abstract: This research aims to know which experiential leverage mightexplain relational satisfaction of off-plan housingcustomers using an original critical incidents methodology. This study highlights the major phases perceived by customers and emotional moments. The first results of this ongoing research show that emotional component of the experience is the lever with the most effect on relational satisfaction and emotional intensity has a significant effect

Keywords: Customer experience; Real estate; Satisfaction; Emotion; Critical incidents; Expérience client; immobilier; incidents critiques (search for similar items in EconPapers)
Date: 2017-10
Note: View the original document on HAL open archive server: https://hal.science/hal-01893292v1
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Published in 20éme Colloque Etienne Thil, Oct 2017, Roubaix, France

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01893292

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