IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-01822842.html
   My bibliography  Save this paper

Contribution des elements de gestion des reclamations a la satisfaction: les apports de la theorie de la justice

Author

Listed:
  • W. Sabadie

    (UJML - Université Jean Moulin - Lyon 3 - Université de Lyon)

  • I. Prim-Allaz

    (UL2 - Université Lumière - Lyon 2)

  • S. Llosa

    (Université Paul Cézanne - Aix-Marseille 3)

Abstract

Cet article s'intéresse à la gestion des réclamations dans les services. Il se centre sur l'impact des différents éléments de gestion des réclamations sur la satisfaction des clients. En utilisant le modèle Tétraclasse (Llosa, 1996) dans le cadre des relations entre les professionnels de santé et les Caisses Primaires d'Assurance Maladie, il montre qu'il existe quatre catégories d'attributs: certains ont un impact asymétrique, fort seulement en cas de bonnes performances (éléments « Plus »), ou seulement en cas de mauvaises performances (éléments « Basiques »). D'autres ont un impact stable, fort quel que soit le niveau de performance perçue (éléments « Clés ») ou toujours faible (éléments « Secondaires »). De plus, cette analyse est réalisée à la lumière des trois facettes de la théorie de la justice. Elle montre que les attributs relevant de la justice distributive sont « Clés », ceux relevant de la justice interactionnelle en général « Basiques ». Les éléments de justice procédurale ont quant à eux globalement un impact plus contrasté (« Plus » ou « Basique »). Enfin, l'article souligne que l'origine de la responsabilité de l'incident (responsabilité unique de l'entreprise versus responsabilité partagée), influence l'impact des attributs sur la satisfaction.

Suggested Citation

  • 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.
    • Handle: RePEc:hal:journl:hal-01822842
    DOI: 10.1177/076737010602100303
    Note: View the original document on HAL open archive server: https://amu.hal.science/hal-01822842
    as

    Download full text from publisher

    File URL: https://amu.hal.science/hal-01822842/document
    Download Restriction: no
    File URL: https://libkey.io/10.1177/076737010602100303?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Maddox, R Neil, 1981. "Two-factor Theory and Consumer Satisfaction: Replication and Extension," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 8(1), pages 97-102, June.
    2. Folkes, Valerie S, 1984. "Consumer Reactions to Product Failure: An Attributional Approach," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 10(4), pages 398-409, March.
    3. Folkes, Valerie S, 1988. "Recent Attribution Research in Consumer Behavior: A Review and New Directions," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(4), pages 548-565, March.
    4. Boris Bartikowski & Sylvie Llosa, 2004. "Customer satisfaction measurement: comparing four methods of attribute categorisations," The Service Industries Journal, Taylor & Francis Journals, vol. 24(4), pages 67-82, July.
    5. Boris Bartikowski & Sylvie Llosa, 2004. "Customer satisfaction measurement: comparing four methods of attribute categorisations," Post-Print hal-01822828, HAL.
    6. Chebat, Jean-Charles & Slusarczyk, Witold, 2005. "How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study," Journal of Business Research, Elsevier, vol. 58(5), pages 664-673, May.
    7. Richins, Marsha L, 1983. "An Analysis of Consumer Interaction Styles in the Marketplace," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 10(1), pages 73-82, June.
    8. P.-Y. Leo & J. Philippe, 2003. "Positionnement concurrentiel des zones commerciales et satisfaction du consommateur," Post-Print hal-01801632, HAL.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Lars Meyer-Waarden & William Sabadie, 2012. "Quelles dimensions de la théorie de la justice privilégier pour satisfaire les réclamants : le rôle de la qualité de la relation?," Post-Print halshs-00685291, HAL.
    2. Pierre-Nicolas Schwab & Laurence Rosier & Sandra Rothenberger, 2015. "Politeness matters: The antecedents and consequences of politeness in a complaint handling setting," Working Papers CEB 15-011, ULB -- Universite Libre de Bruxelles.
    3. Fanny Reniou & Aurélien Rouquet & Dilip Subramanian & Jean-Baptiste Suquet, 2017. "Réclamations « déviantes » des clients : quelles réponses pour les organisations ?," Post-Print hal-01630914, HAL.
    4. Jeanpert, Sophie & Jacquemier-Paquin, Laure & Claye-Puaux, Sophie, 2021. "The role of human interaction in complaint handling," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    5. Pierre-Nicolas Schwab & Laurence Rosier, 2013. "Politeness strategies in firms’ answers to customer complaints," Working Papers CEB 13-023, ULB -- Universite Libre de Bruxelles.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Christèle Camelis & Sylvie Llosa & Cécile Maunier, 2015. "Gestion de la satisfaction et de l’insatisfaction des touristes : les apports du modèle Tétraclasse," Post-Print hal-01243401, HAL.
    2. Zielke, Stephan, 2008. "Exploring asymmetric effects in the formation of retail price satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 15(5), pages 335-347.
    3. Arora, Swapan Deep & Chakraborty, Anirban, 2021. "Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysis," Journal of Business Research, Elsevier, vol. 122(C), pages 60-74.
    4. Chebat, Jean-Charles & Filiatrault, Pierre & Gelinas-Chebat, Claire & Vaninsky, Alexander, 1995. "Impact of waiting attribution and consumer's mood on perceived quality," Journal of Business Research, Elsevier, vol. 34(3), pages 191-196, November.
    5. Rodolfo Vázquez-Casielles & Ana del Río-Lanza & Ana Díaz-Martín, 2007. "Quality of past performance: Impact on consumers’ responses to service failure," Marketing Letters, Springer, vol. 18(4), pages 249-264, December.
    6. Zhou, Yuanyuan & Tsang, Alex S.L. & Huang, Minxue & Zhou, Nan, 2014. "Does delaying service-failure resolution ever make sense?," Journal of Business Research, Elsevier, vol. 67(2), pages 159-166.
    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. Marleen Hermans & Néomie Raassens & Kathleen Cleeren, 2024. "What is the impact of a conflict delisting on firm value? An investigation of the role of conflict and firm characteristics," Journal of the Academy of Marketing Science, Springer, vol. 52(1), pages 240-259, January.
    9. Albayrak, Tahir & Caber, Meltem, 2015. "Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques," Tourism Management, Elsevier, vol. 46(C), pages 43-50.
    10. Mark Ojeme & Ogechi Adeola, 2023. "The relationship between business and bank: the role of perceived injustice in complaint behaviour," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 396-409, June.
    11. Tom Joonhwan Kim & Youjae Yi & Jongan Choi, 2020. "The boomerang effect of brand personality congruency in a product-harm crisis," Australian Journal of Management, Australian School of Business, vol. 45(4), pages 645-661, November.
    12. Henner Gimpel & Dominikus Kleindienst & Niclas Nüske & Daniel Rau & Fabian Schmied, 2018. "The upside of data privacy – delighting customers by implementing data privacy measures," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(4), pages 437-452, November.
    13. Lionel Nicod & Élodie Mallor & Sylvie Llosa, 2023. "L’influence de l’aide à participer en magasin sur la satisfaction client : une approche par le modèle tétraclasse," Post-Print hal-04311121, HAL.
    14. Junge, Hendrik & Vollmar, Bernhard, 2021. "Autokauf der Zukunft: Eine Darstellung und Analyse des gegenwärtigen und zukünftigen Kaufentscheidungsprozesses von Automobilen unter Berücksichtigung aktueller Trends in der Automobilindustrie," PFH Forschungspapiere/Research Papers 2021/001, PFH Private University of Applied Sciences, Göttingen.
    15. Béatrice Parguel & Florence Benoît-Moreau, 2008. "Le rôle de la congruence entre l'enseigne et son engagement dans la construction du capital-marque par la communication sociétale : une approche par la théorie de l'attribution," Post-Print halshs-00271742, HAL.
    16. Xian Ji & Long Shao & Yu Du, 2020. "Collaborating with Local Communities to Identify Improvement Priorities for Historic Urban Landscape Based on Residents’ Satisfaction: An Application of Asymmetric Impact-Performance Analysis in Dando," Sustainability, MDPI, vol. 12(4), pages 1-16, February.
    17. Chen, Pin-Zheng & Liu, Wan-Yu, 2019. "Assessing management performance of the national forest park using impact range-performance analysis and impact-asymmetry analysis," Forest Policy and Economics, Elsevier, vol. 104(C), pages 121-138.
    18. Darko Prebežac & Josip Mikulić, 2008. "Destination image and key drivers of perceived destination attractiveness," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 20(2), pages 163-178.
    19. Finn, Adam, 2011. "Investigating the non-linear effects of e-service quality dimensions on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 27-37.
    20. Ferreira, Mauricio & Armstrong, Ketra L., 2002. "An Investigation of the Relationship Between Parents' Causal Attributions of Youth Soccer Dropout, Time in Soccer Organisation, Affect Towards Soccer and Soccer Organisation, and Post-Soccer Dropout B," Sport Management Review, Elsevier, vol. 5(2), pages 149-178, November.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:hal-01822842. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.