Relation au fournisseur: impératif de multicanalité et gestion des émotions

Béatrice Siadou-Martin, Ghislaine Pellat (), David Vidal () and Fanny Poujol ()
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Béatrice Siadou-Martin: MRM - Montpellier Research in Management - UM1 - Université Montpellier 1 - UPVM - Université Paul-Valéry - Montpellier 3 - UM2 - Université Montpellier 2 - Sciences et Techniques - UPVD - Université de Perpignan Via Domitia - Groupe Sup de Co Montpellier (GSCM) - Montpellier Business School
Ghislaine Pellat: CERAG - Centre d'études et de recherches appliquées à la gestion - UPMF - Université Pierre Mendès France - Grenoble 2 - CNRS - Centre National de la Recherche Scientifique
David Vidal: UM - Université de Montpellier, MRM - Montpellier Research in Management - UPVD - Université de Perpignan Via Domitia - UM - Université de Montpellier
Fanny Poujol: CEROS - Centre d'Etudes et de Recherches sur les Organisations et la Stratégie - UPN - Université Paris Nanterre

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Abstract: This research examines the impact of face-to-face and virtual interactions on emotions and satisfaction of the buyer in B-to-B. The role of emotions in the B-to-B context and the influence of positive emotions on the overall satisfaction towards the supplier are confirmed. More specifically, the study shows that while the frequency of contacts has no impact, the nature of the contacts has an effect on emotions : face-to-face interactions generate positive emotions while virtual interactions generate negative emotions.

Date: 2014
Note: View the original document on HAL open archive server: https://hal.umontpellier.fr/hal-01992816v1
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Published in Revue management & avenir, 2014, Multicanal et cross-canal : une transformation managéricle et sociétale, 72 (6), pp.177-199. ⟨10.3917/mav.072.0177⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01992816

DOI: 10.3917/mav.072.0177

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