Impact of perceived justice's dimensions on satisfaction within the management of claims on Twitter: integration of the social dimension of intimacy in the interactional justice scale

Impact des dimensions de la justice perçue sur la satisfaction dans le cadre de la gestion des réclamations sur Twitter: intégration de la dimension d'intimité sociale dans l'échelle de mesure de la justice interactionnelle

Patricia Baudier () and Chantal Ammi ()
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Patricia Baudier: PULV - Pôle Universitaire Léonard de Vinci
Chantal Ammi: IMT-BS - MMS - Département Management, Marketing et Stratégie - TEM - Télécom Ecole de Management - IMT - Institut Mines-Télécom [Paris] - IMT-BS - Institut Mines-Télécom Business School - IMT - Institut Mines-Télécom [Paris], LITEM - Laboratoire en Innovation, Technologies, Economie et Management (EA 7363) - UEVE - Université d'Évry-Val-d'Essonne - TEM - Télécom Ecole de Management

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Abstract: Companies are questioning the relevance of using Twitter to manage complaints and its impact on satisfaction. In order to measure the return to satisfaction we mobilized the perceived justice theory. The analysis of a convenience sample of 221 Sosh customers confirms the importance of creating an intimate relationship. We have compared our results to previous studies using others means of claim and integrated to the measurement scale of justice interactional a dimension of social intimacy.

Keywords: Complaints; Perceived justice; Intimacy; Twitter; Customer Relationship Management; Satisfaction; Online social network; Réclamations; Intimité; Réseaux sociaux en ligne; Gestion de la relation clients; Justice perçue (search for similar items in EconPapers)
Date: 2016-10
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Published in Revue Française du Marketing, 2016, 257, pp.23 - 38

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01411468

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