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Réclamations « déviantes » des clients : quelles réponses pour les organisations ?

Author

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  • Fanny Reniou

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

  • Aurélien Rouquet

    (NEOMA - Neoma Business School)

  • Dilip Subramanian

    (NEOMA - Neoma Business School)

  • Jean-Baptiste Suquet

    (NEOMA - Neoma Business School)

Abstract

No abstract is available for this item.

Suggested Citation

  • Fanny Reniou & Aurélien Rouquet & Dilip Subramanian & Jean-Baptiste Suquet, 2017. "Réclamations « déviantes » des clients : quelles réponses pour les organisations ?," Post-Print hal-01630914, HAL.
    • Handle: RePEc:hal:journl:hal-01630914
    Note: View the original document on HAL open archive server: https://hal.science/hal-01630914
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    References listed on IDEAS

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    1. William Sabadie & Isabelle Prim-Allaz & Sylvie Llosa, 2006. "Contribution des éléments de gestion des réclamations à la satisfaction : les apports de la théorie de la justice," Post-Print halshs-00467946, HAL.
    2. Mick, David Glen, 1996. "Are Studies of Dark Side Variables Confounded by Socially Desirable Responding? The Case of Materialism," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 23(2), pages 106-119, September.
    3. McColl-Kennedy, Janet R. & Patterson, Paul G. & Smith, Amy K. & Brady, Michael K., 2009. "Customer Rage Episodes: Emotions, Expressions and Behaviors," Journal of Retailing, Elsevier, vol. 85(2), pages 222-237.
    4. Berry, Leonard L. & Seiders, Kathleen, 2008. "Serving unfair customers," Business Horizons, Elsevier, vol. 51(1), pages 29-37.
    5. William Sabadie & Isabelle Prim-Allaz & Sylvie Llosa, 2006. "Contribution des éléments de gestion des réclamations à la satisfaction : les apports de la théorie de la justice," Post-Print halshs-00135290, HAL.
    6. W. Sabadie & I. Prim-Allaz & S. Llosa, 2006. "Contribution des elements de gestion des reclamations a la satisfaction: les apports de la theorie de la justice," Post-Print hal-01822842, HAL.
    7. Kalamas, Maria & Laroche, Michel & Makdessian, Lucy, 2008. "Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures," Journal of Business Research, Elsevier, vol. 61(8), pages 813-824, August.
    8. Fullerton, R. A. & Punj, G., 2004. "Repercussions of promoting an ideology of consumption: consumer misbehavior," Journal of Business Research, Elsevier, vol. 57(11), pages 1239-1249, November.
    9. Jean-Baptiste Suquet, 2010. "Drawing the line: how inspectors enact deviant behaviors," Post-Print hal-01133097, HAL.
    10. William Sabadie & Isabelle Prim-Allaz & Sylvie Llosa, 2006. "Contribution des éléments de gestion des réclamations à la satisfaction : les apports de la théorie de la justice," Post-Print hal-00519837, HAL.
    11. Reynolds, Kate L. & Harris, Lloyd C., 2009. "Dysfunctional Customer Behavior Severity: An Empirical Examination," Journal of Retailing, Elsevier, vol. 85(3), pages 321-335.
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    Cited by:

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