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La qualité de la relation permet-elle de diminuer les compensations financières dans le cadre du management des réclamations
| Content Provider | Semantic Scholar |
|---|---|
| Author | Meyer-Waarden, Lars Sabadie, William |
| Copyright Year | 2013 |
| Abstract | The purpose of this research is to investigate about the effectiveness of complaint management according to the quality of the relationship between the company and the client. We test how interactional and distributive compensations influence perceived justice of loyal clients with good quality of the relationship and new customers with weak quality of the relationship. The results show that the interactional compensations allow to a) decrease the level of the fi-nancial compensations to customers and b) grant vouchers instead of reimbursement for high relational quality customers. |
| Starting Page | 1 |
| Ending Page | 20 |
| Page Count | 20 |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | https://halshs.archives-ouvertes.fr/halshs-00959524/document |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
