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La satisfaction des consommateurs spécifique à une transaction: définition, antécédents, mesures et modes

Author

Listed:
  • Joëlle Vanhamme

    (UCL - Université Catholique de Louvain = Catholic University of Louvain, FUCAM - Facultés Universitaires Catholiques de Mons)

Abstract

La satisfaction est considérée comme le médiateur des comportements après-achat/consommation des consommateurs. Il est dès lors important de comprendre ce à quoi ce concept renvoie. Le but de cet article est, d'une part, d'offrir une définition du concept de satisfaction (spécifique à une transaction). Et d'autre part, de présenter ses principaux antécédents (non-confirmation, standard de comparaison, performance, qualité et valeur perçues, équité, attributions, réactions affectives). Enfin, nous discuterons de quelques développements récents dans le domaine de la satisfaction (modes/prototypes de satisfaction, par exemple) ainsi que de la mesure de ce concept.

Suggested Citation

  • Joëlle Vanhamme, 2002. "La satisfaction des consommateurs spécifique à une transaction: définition, antécédents, mesures et modes," Post-Print hal-02020545, HAL.
    • Handle: RePEc:hal:journl:hal-02020545
    DOI: 10.1177/076737010201700204
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    Cited by:

    1. Sonia Kataria & Vinod Kumar Saini & Ajay Kumar Sharma & Renu Yadav & Harpuneet Kohli, 2021. "An integrative approach to the nexus of brand loyalty and corporate social responsibility," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 18(3), pages 361-385, September.
    2. Lionel Nicod & Sylvie Llosa, 2018. "How should customers be trained in their role as coproducers? The influence of training and its characteristics on the benefits of coproduction," Post-Print hal-03513344, HAL.
    3. Lionel Nicod & Sylvie Llosa, 2018. "Comment former le client à son rôle de coproducteur ? Etude de l’influence de la formation et de ses caractéristiques sur les bénéfices de la coproduction," Post-Print hal-01838280, HAL.

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