L'évaluation de la gestion de la réclamation et son impact sur la qualité relationnelle perçue par le consommateur. Cas du secteur touristique

L'évaluation de la gestion de la réclamation et son impact sur la qualité relationnelle perçue par le consommateur. Cas du secteur touristique

Le secteur touristique souffre de plus en plus des départs de clients insatisfaits suite aux dysfonctionnements de services vécus. De nombreux établissements de services, attachent encore, peu d’importance à la gestion des réclamations en raison des moyens financiers qu’elles suscitent. Or, une gest...

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Bibliographic Details
Main Author:	Moussa, Sondes
Other Authors:	Lyon 3
Language:	fr
Published:	2011
Subjects:	Échecs de service Gestion des réclamations Théorie de la justice perçue Satisfaction post-réclamation Qualité relationnelle Failure Service Complaint Handling Perceived justice Recovery Satisfaction Relationship quality
Online Access:	http://www.theses.fr/2011LYO30101

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