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A Dynamic Retrospective Analysis of the Development of Customer Resistance in Customer/Property-Developer Relationships

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  • 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

This paper analyzes the conception, mechanisms and development processes of customer resistance during the customer/property developerrelationship. A qualitative longitudinal study based on 10 retrospective interviews with unsatisfied customers was carried out. The study focuses on the general development process of customer resistance, four different process models of resistance development, and the change from individual to collective resistance which can occur in the customer/developer relationship.Keywords:Customer/Property developer relationship, Process models of customer resistance, Complaining behavior, Retrospective interviews.

Suggested Citation

  • Shérazade Gatfaoui & Rola Hussant-Zébian & Delphine Martinenq, 2011. "A Dynamic Retrospective Analysis of the Development of Customer Resistance in Customer/Property-Developer Relationships," Post-Print hal-01435440, HAL.
    • Handle: RePEc:hal:journl:hal-01435440
    Note: View the original document on HAL open archive server: https://hal.science/hal-01435440
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    References listed on IDEAS

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