Quand les clients insatisfaits expriment une vengeance en ligne. Qui sont-ils et comment gérer leurs plaintes ? (notice n° 445804)
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| fixed length control field | 02742cam a2200289 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250121013018.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Besbes Sahli, Alia |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Quand les clients insatisfaits expriment une vengeance en ligne. Qui sont-ils et comment gérer leurs plaintes ? |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2021.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 53 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | • Objectifs de rechercheDe nos jours, de plus en plus de clients recourent à internet pour exprimer leur insatisfaction et se venger en ligne. Ainsi, il devient primordial pour les entreprises d’identifier le profil des émetteurs de ces messages. • MéthodologieNous avons réalisé une étude qualitative de type netnographique auprès d’un échantillon de 62 discours. • RésultatsDeux principaux résultats émanent de cette recherche : la proposition d’une définition du vengeur en ligne et l’identification d’une typologie de réaction suite à une situation d’échec. • Implications managériales/sociétalesCette typologie fournit aux entreprises les moyens et les méthodes pour diminuer la diffusion des messages vindicatifs des individus en ligne. • OriginalitéLa typologie ainsi développée repose sur les différentes réactions émotionnelles et rédactionnelles des consommateurs, mettant en avant la fragilité de la relation entreprise-client. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | • Research objectivesNowadays, more and more customers are turning to the internet to express their dissatisfaction and get revenge online. Thus, it becomes essential for companies to identify the profile of the senders of messages. • MethodologyA qualitative netnographic study on a sample of 62 speeches retained after saturation of verbatim. • ResultsTwo main results emanate from this research : the proposed definition of the online avenger and the identification of a reaction typology following a situation of failure. • Managerial / societal implicationsThis typology provides companies with the means and methods to stop the online dissemination of vindictive messages from individuals. • OriginalityThe typology thus developed is based on the various emotional and editorial reactions, highlighting the fragility of the company-customer relationship. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | profil du vengeur |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | internet |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | étude qualitative |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | vengeance en ligne |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | netnographie |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | netnography |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | qualitative study |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | avenger profile |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | revenge online |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Internet |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Décisions Marketing | 102 | 2 | 2021-07-15 | p. 121-139 | 0779-7389 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/revue-decisions-marketing-2021-2-page-121?lang=fr&redirect-ssocas=7080">https://shs.cairn.info/revue-decisions-marketing-2021-2-page-121?lang=fr&redirect-ssocas=7080</a> |
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