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

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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 helps in defining the different contributions of the justice components. Different cases are studied according to the level of responsibility held by service providers. This study indicates that in the context of the relationships between health practitioners and the French social insurance, there are different contribution logics of complaint handling elements. It also shows that the responsibility of service providers has an impact on these logics of contribution on the customer satisfaction regarding the complaint handling process and result.

Keywords: complaint handling; justice theory; responsibility; contribution; Tetra class model; théorie de la justice; responsabilité; poids asymétriques; modèle Tétraclasse; Satisfaction; gestion des réclamations (search for similar items in EconPapers)
Date: 2006-01-01
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Citations: View citations in EconPapers (4)

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-00467946

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