Considérer l’engagement affectif des clients pour gérer les incidents de service (notice n° 634459)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02124cam a2200301 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250121175131.0 |
| 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 | Chtourou, Anis |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Considérer l’engagement affectif des clients pour gérer les incidents de service |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2020.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 71 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Cette recherche étudie l’impact d’une compensation sur l’équité perçue de l’échange en fonction de l’engagement affectif du client et de l’attribution perçue de responsabilité dans la survenue de l’incident de service. Une expérimentation à l’aide de scénarios a été conduite dans le domaine de la restauration. Les résultats montrent que l’offre d’une compensation est nécessaire pour les clients faiblement engagés quelle que soit la responsabilité de l’entreprise. En revanche, pour les clients fortement engagés, elle n’apparaît nécessaire que lorsque l’entreprise est perçue responsable de l’incident de service. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | This research studies the impact of a compensation on the perceived equity of the exchange according to the customers’ affective commitment and the perceived attribution of responsibility in the service failure. An experiment employed scenarios was conducted in restaurant context. Results show that, the compensation is necessary for low committed customers regardless of the responsibility of the company. However, it is necessary for high committed customers only when the company is perceived as responsible of service failure. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | équité perçue |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | gestion des réclamations |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | compensation |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | engagement affectif |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | incident de service |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | perceived equity |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | complaint handling |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | compensation |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | affective commitment |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | service failure |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Siadou-Martin, Béatrice |
| Relator term | author |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Management & Prospective | Volume 37 | 3 | 2020-11-02 | p. 111-127 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/revue-gestion-2000-2020-3-page-111?lang=fr&redirect-ssocas=7080">https://shs.cairn.info/revue-gestion-2000-2020-3-page-111?lang=fr&redirect-ssocas=7080</a> |
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