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Contribution des éléments de gestion des réclamations à la satisfaction : les apports de la théorie de la justice

Author

Listed:
  • William Sabadie

    (IRIS - Equipe de Recherche en marketing - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Laboratoire de Recherche Magellan - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Institut d'Administration des Entreprises (IAE) - Lyon)

  • Isabelle Prim-Allaz

    (COACTIS - COnception de l'ACTIon en Situation - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet - Saint-Étienne)

  • Sylvie Llosa

Abstract

This research aims to propose a presentation of the justice theory contributions to the customer complaint handling in the context of a service experience. The Tetraclass model helps in defining the different contributions of the justice components. Different cases are studied according to the level of responsibility held by service providers. This study indicates that in the context of the relationships between health practitioners and the French social insurance, there are different contribution logics of complaint handling elements. It also shows that the responsibility of service providers has an impact on these logics of contribution on the customer satisfaction regarding the complaint handling process and result.

Suggested Citation

  • 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.
    • Handle: RePEc:hal:journl:halshs-00467946
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    Citations

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    Cited by:

    1. Sophie Jeanpert & Laure Jacquemier & Sophie Claye-Puaux, 2021. "The role of human interaction in complaint handling," Post-Print hal-03516556, HAL.
    2. 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.
    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).

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