Contribution des éléments de gestion des réclamations à la satisfaction: les apports de la théorie de la justice

William Sabadie (), Isabelle Prim-Allaz () and Sylvie Llosa ()
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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
Isabelle Prim-Allaz: COACTIS - COnception de l'ACTIon en Situation - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet - Saint-Étienne
Sylvie Llosa: CEROG - Centre d'Etudes et de Recherche sur les Organisations et la Gestion - Université Paul Cézanne - Aix-Marseille 3

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Abstract: This research aims to propose a presentation of the justice theory contributions to the customer complaint handling in the context of a service experience. The Tetraclass model of satisfaction helps in defining the different contributions of the justice components. This study indicates that in the context of relationships between health practitioners and the French social insurance, there are different contribution logics of the complaint handling elements.

Keywords: complaint handling; justice theory; responsibility; Tetra class model; satisfaction; gestion des réclamations; théorie de la justice; contribution; modèle tétraclasse (search for similar items in EconPapers)
Date: 2006
Note: View the original document on HAL open archive server: https://hal.science/hal-00519837v1
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Citations: View citations in EconPapers (4)

Published in 22ème Congrès Intrenational de l'Association Française du Marketing, 2006, Nantes, France. pp.CD Rom

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-00519837

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