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Un cadre conceptuel d'analyse du comportement de réclamation
16 references·0 citing·38 second hop
Un cadre conceptuel d'analyse du comportement de réclamation (2001)Un cadre conceptuel d'analyse du comporte…Advances in Consumer Research (2025)Advances in Consumer ResearchThe Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…The profitable art of service recovery. (1990)The profitable art of service…Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues (1988)Consumer Complaint Intentions…Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Product/Consumption-Based Aff…Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis (1987)Defensive Marketing Strategy …Attribution: Perceiving the Causes of Behavior (1987)Attribution: Perceiving the C…Consumer Reactions to Product Failure: An Attributional Approach (1984)Consumer Reactions to Product…Selected Determinants of Consumer Satisfaction and Complaint Reports (1983)Selected Determinants of Cons…Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Negative Word-of-Mouth by Dis…Advances in Consumer Research (1983)Advances in Consumer ResearchA Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Transaction-Cost Economics: The Governance of Contractual Relations (1979)Transaction-Cost Economics: T…Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. (1970)Exit, Voice and Loyalty: Resp…Psychological stress and the coping process (1966)Psychological stress and the …Inequity In Social Exchange (1965)Inequity In Social ExchangeProspect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Measuring Service Quality: A Reexamination and Extension (1992)A Theory of Social Comparison Processes (1954)A Theory of Cognitive Dissonance (1957)Exchange and Power in Social Life. (1965)Social stigma and self-esteem: The self-protective properties of stigma. (1989)FOUNDATION FOR A GENERAL STRAIN THEORY OF CRIME AND DELINQUENCY* (1992)Understanding knowledge sharing in virtual communities: An integration of social capital and social cognitive theories (2006)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Electronic word-of-mouth in hospitality and tourism management (2007)The Role of Market Forces in Assuring Contractual Performance (1981)Comparative Economic Organization: The Analysis of Discrete Structural Alternatives (1991)Economic Action and Social Structure: The Problem of Embeddedness (2002)Stress, social support, and the buffering hypothesis. (1985)Assessing coping strategies: A theoretically based approach. (1989)Emotional Intelligence (1990)The processes of causal attribution. (1973)The Intuitive Psychologist And His Shortcomings: Distortions in the Attribution Process (1977)Role congruity theory of prejudice toward female leaders. (2002)The proactive component of organizational behavior: A measure and correlates (1993)A Decade of System Justification Theory: Accumulated Evidence of Conscious and Unconscious Bolstering of the Status Quo (2004)Modernization, cultural change, and democracy the human development sequence (2005)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Bibliometric Methods in Management and Organization (2014)Customer Contributions to Quality: A Different View of the Customer-Oriented Firm (1996)Destination Image, Self-Congruity, and Travel Behavior: Toward an Integrative Model (2000)What is Interactivity and is it Always Such a Good Thing? Implications of Definition, Person, and Situation for the Influence of Interactivity on Advertising Effectiveness (2002)
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References

  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 2025Advances in Consumer Research13,264 cited
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  • 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,041 cited
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