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Quels processus de construction de la résistance au cours de la relation client/promoteur immobilier ? Une approche qualitative et longitudinale

Résumé : This paper analyzes the conceptions, the mechanisms and the development processes of customer resistance, during the customer/ property developer relationship. A qualitative and longitudinal study was adopted and based on 10 retrospective interviews with unsatisfied customers. This research has highlighted the general development process of customer resistance, the existence of four development process models of resistance, and the change from individual resistance to collective one which can occur during the customer/bank relationship.
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Conference papers
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https://hal-upec-upem.archives-ouvertes.fr/hal-01127887
Contributor : Sherazade Gatfaoui <>
Submitted on : Monday, March 9, 2015 - 12:34:49 AM
Last modification on : Thursday, March 19, 2020 - 12:28:02 PM
Document(s) archivé(s) le : Wednesday, June 10, 2015 - 11:05:30 AM

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  • HAL Id : hal-01127887, version 1

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Shérazade Gatfaoui, Rola Hussant-Zébian, Delphine Martinenq. Quels processus de construction de la résistance au cours de la relation client/promoteur immobilier ? Une approche qualitative et longitudinale. 12ème Journée Nationale de Recherche sur la Consommation, Caen, Université de Caen, 2013, Caen, France. ⟨hal-01127887⟩

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