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Les apports de la théorie de la justice à la gestion des réclamations

Author

Listed:
  • Isabelle Prim-Allaz

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

  • William Sabadie

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

Abstract

Customer complaint handling is very important for the service industry. This paper presents the justice theory (with its distributive, procedural and interactional dimensions) through a literature review and a content analysis of service experiences. This paper aims to show the relevance of the justice theory frameworks to manage complaints and to develop a grid of analysis. Then, some managerial propositions are made in order to help companies to improve their customer complaint management.

Suggested Citation

  • Isabelle Prim-Allaz & William Sabadie, 2005. "Les apports de la théorie de la justice à la gestion des réclamations," Post-Print halshs-00467953, HAL.
    • Handle: RePEc:hal:journl:halshs-00467953
    as

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