Les apports de la théorie de la justice à la gestion des réclamations

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

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Abstract: Customer complaint handling is very important for the service industry. This paper presents the justice theory (with its distributive, procedural and interactional dimensions) through a literature review and a content analysis of service experiences. This paper aims to show the relevance of the justice theory frameworks to manage complaints and to develop a grid of analysis. Then, some managerial propositions are made in order to help companies to improve their customer complaint management.

Keywords: complaining behaviors; complaint management; justice theories; réclamations; gestion des réclamations; théories de la justice; services (search for similar items in EconPapers)
Date: 2005-01-01
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Published in Décisions Marketing, 2005, 38 (Avril-Juin), pp.7-19

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-00467953

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