LES APPORTS DE LA THEORIE DE LA JUSTICE POUR UNE MEILLEURE GESTION DES RECLAMATIONS CLIENTS

Isabelle Prim-Allaz () and William Sabadie ()
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Isabelle Prim-Allaz: COACTIS - COnception de l'ACTIon en Situation - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet - Saint-Étienne
William Sabadie: IRIS - Equipe de Recherche en marketing - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - 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: 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.

Keywords: justice theories; complaining behaviors; complaint management; réclamations; gestion des réclamations; théories de la justice; services (search for similar items in EconPapers)
Date: 2003
Note: View the original document on HAL open archive server: https://hal.science/hal-00519848v1
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Citations: View citations in EconPapers (2)

Published in 19ème Congrès International de l'Association Française du Marketing, 2003, Tunisie. pp.CD Rom

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-00519848

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