La qualité de la relation permet-elle de diminuer les compensations financières dans le cadre du management des réclamations

Lars Meyer-Waarden and William Sabadie ()
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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: MAGELLAN - Laboratoire de Recherche Magellan - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Institut d'Administration des Entreprises (IAE) - Lyon

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Abstract: The purpose of this research is to investigate about the effectiveness of complaint management according to the quality of the relationship between the company and the client. We test how interactional and distributive compensations influence perceived justice of loyal clients with good quality of the relationship and new customers with weak quality of the relationship. The results show that the interactional compensations allow to a) decrease the level of the fi-nancial compensations to customers and b) grant vouchers instead of reimbursement for high relational quality customers.

Keywords: gestion de la réclamation; justice distributive; justice interactionnelle.; complaint management; distributive justice; interactional justice; justice interactionnelle (search for similar items in EconPapers)
Date: 2013-05-16
Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-00959524v1
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Published in XXVIVème congrès international de l'Association Française du Marketing, May 2013, La Rochelle, France. pp.1-20

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-00959524

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