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: 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
Isabelle Prim-Allaz: COACTIS - COnception de l'ACTIon en Situation - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet - Saint-Étienne

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Keywords: Satisfaction; poids asymétriques; responsabilité; modèle Tétraclasse; gestion des réclamations; théorie de la justice (search for similar items in EconPapers)
Date: 2006
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Citations: View citations in EconPapers (3)

Published in Recherche et Applications en Marketing (French Edition), 2006, 21 (3), pp.47-64

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-00135290

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