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

Lars Meyer-Waarden () and William Sabadie ()
Additional contact information
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

Post-Print from HAL

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.

Keywords: complaint management; theory of justice; customer relationship management; gestion des réclamations; théorie de la justice; gestion de la relation client (search for similar items in EconPapers)
Date: 2012-05-09
Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-00685291v1
References: View references in EconPapers View complete reference list from CitEc
Citations:

Published in XXVIIIème congrès international de l'Association Française du Marketing, May 2012, Brest, France

Downloads: (external link)
https://shs.hal.science/halshs-00685291v1/document (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-00685291

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().