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

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.
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https://halshs.archives-ouvertes.fr/halshs-00467946
Contributor : William Sabadie Connect in order to contact the contributor
Submitted on : Monday, March 29, 2010 - 4:06:12 PM
Last modification on : Thursday, February 17, 2022 - 12:18:02 PM

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  • HAL Id : halshs-00467946, version 1

Citation

William Sabadie, Isabelle Prim-Allaz, Sylvie Llosa. Contribution des éléments de gestion des réclamations à la satisfaction : les apports de la théorie de la justice. Recherche et Applications en Marketing (French Edition), SAGE Publications, 2006, 21 (3), pp.47-64. ⟨halshs-00467946⟩

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