Un cadre conceptuel d'analyse du comportement de réclamation

Dominique Crié

29 citations0/0 files storedRecherche et Applications en Marketing (French Edition)

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence European and International Contract Law

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.

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1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 2025Advances in Consumer Research 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.1965Inequity In Social Exchange 1979Transaction-Cost Economics: The Governance of Contractual Relations 1966Psychological stress and the coping process 1993The Antecedents and Consequences of Customer Satisfaction for Firms 1987Attribution: Perceiving the Causes of Behavior

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