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Un cadre conceptuel d'analyse du comportement de réclamation

Author

Listed:
  • Dominique Crié

    (IAE Lille - IAE Lille University School of Management - Lille - Université de Lille)

Abstract

Le comportement de réclamation s'inscrit dans l'ensemble des réponses à l'insatisfaction du consommateur. Il en est une expression explicite et admet plusieurs autres déterminants. Il s'analyse au travers de différents types de réponses mais également dans le cadre d'un processus. Cet article a pour objet d'en établir une grille de lecture et de proposer un cadre intégrateur des différentes théories en présence.

Suggested Citation

  • Dominique Crié, 2001. "Un cadre conceptuel d'analyse du comportement de réclamation," Post-Print hal-02018846, HAL.
    • Handle: RePEc:hal:journl:hal-02018846
    DOI: 10.1177/076737010101600104
    as

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