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A dynamic analysis of the construction of customer resistance in the customer/property developer relationship: an approach based on retrospective interviews
[Quels processus de construction de la résistance au cours de la relation client/promoteur immobilier ? Une approche qualitative et longitudinale]

Author

Listed:
  • Shérazade Gatfaoui

    (IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12)

  • Rola Hussant-Zébian

    (IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12)

  • Delphine Martinenq

    (IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12)

Abstract

Dans cette recherche, nous analysons les mécanismes et processus de construction de la résistance au cours de la relation client-particulier/promoteur immobilier. Aussi, nous avons mené une étude qualitative et longitudinale fondée sur dix entretiens rétrospectifs auprès de clients insatisfaits de leur achat immobilier. Les résultats ont montré : 1) le fonctionnement global du processus de construction de la résistance ainsi que les formes de résistance (individuelle versus collective) et leur articulation au cours du temps, 2) les différents stades et modes possibles de construction de la résistance au cours de cette relation.

Suggested Citation

  • Shérazade Gatfaoui & Rola Hussant-Zébian & Delphine Martinenq, 2013. "A dynamic analysis of the construction of customer resistance in the customer/property developer relationship: an approach based on retrospective interviews [Quels processus de construction de la r," Post-Print hal-01127887, HAL.
    • Handle: RePEc:hal:journl:hal-01127887
    Note: View the original document on HAL open archive server: https://hal.science/hal-01127887
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    References listed on IDEAS

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    2. Isabelle Prim-Allaz & William Sabadie, 2003. "Les Apports De La Theorie De La Justice Pour Une Meilleure Gestion Des Reclamations Clients," Post-Print hal-00519848, HAL.
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