J. Barlow and C. Moller, A complaint as a gift, 1996.

S. Baron, K. Harris, and B. Davies, Oral participation in retail service delivery: a comparison of the roles of contact personnel and customers, European Journal of Marketing, vol.30, issue.9, pp.75-90, 1996.
DOI : 10.1108/03090569610130052

S. C. Bolton and M. Houlihan, Bermuda Revisited?: Management Power and Powerlessness in the Worker-Manager-Customer Triangle, Work and Occupations, vol.37, issue.3, pp.378-403, 2010.
DOI : 10.1177/0730888410375678

D. E. Bowen and E. Johnson, Internal service recovery: developing a new construct, International Journal of Service Industry Management, vol.10, issue.2, pp.2-118, 1999.
DOI : 10.1108/09564239910264307

K. Daunt and L. Harris, Managing customer misbehavior: challenges and strategies, Journal of Services Marketing, vol.27, issue.4, pp.281-293, 2013.

M. Davidow, Organizational Responses to Customer Complaints: What Works and What Doesn???t, Journal of Service Research, vol.5, issue.3, pp.225-250, 2003.
DOI : 10.2307/1252161

R. L. Day, T. Schaetzle, K. Grabicke, and F. Staubach, The Hidden Agenda of Customer Complaining, Journal of Retailing, vol.57, issue.3, pp.86-106, 1981.

A. L. Dolinsky, A Consumer Complaint Framework with Resulting Strategies, Journal of Services Marketing, vol.8, issue.3, pp.27-39, 1994.
DOI : 10.1108/08876049410065598

W. G. Dyer, . Jr, and A. L. Et-wilkins, Better stories, not better constructs, to generate better theory: a rejoinder to Eisenhardt, Academy Of Management Review, vol.16, issue.3, pp.613-620, 1991.

P. Echeverri, M. Salomonson, and A. Aberg, Dealing with customer misbehavior: employees' tactics, practical judgement and implicit knowledge, pp.427-449, 2012.
DOI : 10.1177/1470593112457741

K. M. Eisenhardt, Building theories from case study research, Academy of Management Review, vol.14, issue.4, pp.532-550, 1989.

R. Fisk, S. Grove, L. C. Harris, D. A. Keeffe, K. L. Daunt et al., Customers behaving badly: a state of the art review, research agenda and implications for practitioners, Journal of Services Marketing, pp.24-417, 2010.
DOI : 10.1108/08876041011072537

R. Fullerton and G. Punj, «Can consumer misbehavior be controlled ? a critical analysis of two major control techniques», Advances in Consumer Research, pp.340-344, 1997.

R. Fullerton and G. Punj, Repercussions of promoting an ideology of consumption: consumer misbehavior, Journal of Business Research, vol.57, issue.11, pp.1239-1249, 2004.
DOI : 10.1016/S0148-2963(02)00455-1

R. H. Kolbe and M. S. Burnett, Content-Analysis Research: An Examination of Applications with Directives for Improving Research Reliability and Objectivity, Journal of Consumer Research, vol.18, issue.2, pp.243-250, 1991.
DOI : 10.1086/209256

D. A. Gioia, K. G. Corley, and A. L. Hamilton, Seeking Qualitative Rigor in Inductive Research, Organizational Research Methods, vol.24, issue.1, pp.15-31, 2013.
DOI : 10.1177/1077800410383121

T. Gong, Y. Yi, and J. N. Et-choi, Helping Employees Deal With Dysfunctional Customers, Journal of Service Research, vol.37, issue.2, pp.1-15, 2013.
DOI : 10.2307/3151312

S. J. Grove, G. M. Pickett, S. A. Jones, and M. J. Dorsch, Spectator Rage as the Dark Side of Engaging Sport Fans, Journal of Service Research, vol.14, issue.3, pp.3-20, 2012.
DOI : 10.1177/1094670511428166

T. Gruber, care, Journal of Service Management, vol.22, issue.1, pp.85-110, 2011.
DOI : 10.1108/09564231111106938

URL : https://hal.archives-ouvertes.fr/hal-00535309

L. C. Harris and K. L. Reynolds, The Consequences of Dysfunctional Customer Behavior, Journal of Service Research, vol.6, issue.2, pp.144-161, 2003.
DOI : 10.1177/1094670503257044

L. C. Harris and K. L. Reynolds, When service failure is not service failure : an exploration of the forms and motives of " illegitimate " customer complaining, Journal of Service Marketing, vol.195, pp.321-335, 2005.

L. C. Harris and K. L. Reynolds, Deviant Customer Behavior: An Exploration of Frontline Employee Tactics, Journal of Marketing Theory and Practice, vol.14, issue.2, pp.95-111, 2006.

L. C. Harris and K. L. Reynolds, Dysfunctional customer behavior severity: an empirical examination, Journal of Retailing, vol.85, issue.3, pp.321-335, 2009.

C. Homburg and A. Fürst, How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach, Journal of Marketing, vol.69, issue.3, pp.95-114, 2005.
DOI : 10.1509/jmkg.69.3.95.66367

C. Homburg and A. Fürst, See no evil, hear no evil, speak no evil: a study of defensive organizational behavior towards customer complaints, Journal of the Academy of Marketing Science, vol.40, issue.1, pp.523-536, 2007.
DOI : 10.1007/s11747-006-0009-x

J. Jacoby and J. Jaccard, The Sources, Meaning, and Validity of Consumer Complaint Behavior: A Psychological Analysis, Journal of Retailing, vol.57, pp.4-24, 1981.

R. Johnston and S. Mehra, Best-practice complaint management. The Academy of Management Executive, pp.145-154, 2002.

R. Johnston, Linking complaint management to profit, International Journal of Service Industry Management, vol.12, issue.1, pp.60-66, 2001.
DOI : 10.1108/09564230110382772

M. Kalamas, M. Laroche, and L. Makdessian, Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures, Journal of Business Research, vol.61, issue.8, pp.813-824, 2008.
DOI : 10.1016/j.jbusres.2007.09.008

E. Kiser, The Revival of Narrative in Historical Sociology: What Rational Choice Theory can Contribute, Politics & Society, vol.24, issue.3, pp.249-271, 1996.
DOI : 10.1177/0032329296024003005

R. H. Kolbe and M. S. Burnett, Content-Analysis Research: An Examination of Applications with Directives for Improving Research Reliability and Objectivity, Journal of Consumer Research, vol.18, issue.2, pp.243-250, 1991.
DOI : 10.1086/209256

M. Korczynski, Human resources management in service work, 2002.

J. R. Mccoll-kennedy and B. Sparks, Application of Fairness Theory to Service Failures and Service Recovery, Journal of Service Research, vol.5, issue.3, pp.251-266, 2003.
DOI : 10.2307/1252161

I. Maxham, J. G. Netemeyer, and R. G. , Firms Reap What They Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers??? Evaluations of Complaint Handling, Journal of Marketing, vol.67, issue.1, pp.46-62, 2003.
DOI : 10.1509/jmkg.67.1.46.18591

D. G. Mick, Are Studies of Dark Side Variables Confounded by Socially Desirable Responding? The Case of Materialism, Journal of Consumer Research, vol.23, issue.2, pp.106-126, 1996.
DOI : 10.1086/209470

S. Michel, D. Bowen, and R. Johnson, Why service recovery fails, Journal of Service Management, vol.20, issue.3, pp.253-273, 2009.
DOI : 10.1108/09564230910964381

M. B. Miles and A. M. Huberman, Qualitative data analysis: An expanded sourcebook, 1994.

. Mintzberg, The Structuring of Organizations, 1978.
DOI : 10.1007/978-1-349-20317-8_23

G. P. Moschis and D. Cox, Deviant consumer behavior Advances in Consumer Research, pp.732-737, 1989.

W. D. Perreault and L. E. Leigh, Reliability of Nominal Data Based on Qualitative Judgments, Journal of Marketing Research, vol.26, issue.2, pp.135-148, 1989.
DOI : 10.2307/3172601

F. Piron and M. Young, Retail borrowing: insights and implications on returning used merchandise, International Journal of Retail & Distribution Management, vol.28, issue.1, pp.27-36, 2000.
DOI : 10.1108/09590550010306755

D. S. Pugh, D. J. Hickson, C. R. Hinings, and C. Turner, The Context of Organization Structures, Administrative Science Quarterly, vol.14, issue.1, pp.91-114, 1969.
DOI : 10.2307/2391366

F. F. Reichheld, The loyalty effect: the hidden force behind growth, profits, and lasting value, 1996.

K. L. Reynolds and L. C. Harris, When service failure is not service failure: an exploration of the forms and motives of ???illegitimate??? customer complaining, Journal of Services Marketing, vol.19, issue.5, pp.321-335, 2005.
DOI : 10.1108/08876040510609934

W. Sabadie, I. Prim-allaz, and S. Et-llosa, Contribution des elements de gestion des reclamations a la satisfaction: les apports de la theorie de la justice, Recherche et Applications en Marketing, pp.47-54, 2006.
DOI : 10.1177/076737010602100303

URL : https://hal.archives-ouvertes.fr/hal-00519837

R. Schmidt, F. Sturrock, P. Ward, L. , and G. , Deshopping ??? the art of illicit consumption, International Journal of Retail & Distribution Management, vol.27, issue.8, pp.27-209, 1999.
DOI : 10.1108/09590559910288569

J. S. Smith, K. R. Karwan, and R. E. Markland, An Empirical Examination of the Structural Dimensions of the Service Recovery System, Decision Sciences, vol.35, issue.3, pp.165-186, 2009.
DOI : 10.1111/j.1540-5915.2008.00220.x

B. Strauss and W. Seidel, Complaint Management. The Heart of CRM, 2005.

J. Suquet, Drawing the line: how inspectors enact deviant behaviors, Journal of Services Marketing, vol.24, issue.6, pp.468-475, 2010.
DOI : 10.1108/08876041011072582

URL : https://hal.archives-ouvertes.fr/hal-01133097

S. S. Tax and S. W. Brown, Recovering and learning from service failures, Sloan Management Review, vol.40, pp.75-89, 1998.

C. Voss, N. Tsikriktsis, and M. Frohlich, Case research in operations management, Case research in operations management, pp.195-219, 2002.
DOI : 10.1108/01443570210414329

M. Weber, Essais sur la théorie de la science, 1965.

R. Yin, Case study research: design and methods, 2003.