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

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.
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Submitted on : Monday, March 29, 2010 - 4:15:37 PM
Last modification on : Friday, August 27, 2021 - 11:14:02 AM


  • HAL Id : halshs-00467953, version 1


Isabelle Prim-Allaz, William Sabadie. Les apports de la théorie de la justice à la gestion des réclamations. Décisions Marketing, Association Française du Marketing, 2005, 38 (Avril-Juin), pp.7-19. ⟨halshs-00467953⟩



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