A Dynamic Retrospective Analysis of the Development of Customer Resistance in Customer/Property-Developer Relationships

Abstract : This paper analyzes the conception, mechanisms and development processes of customer resistance during the customer/property developerrelationship. A qualitative longitudinal study based on 10 retrospective interviews with unsatisfied customers was carried out. The study focuses on the general development process of customer resistance, four different process models of resistance development, and the change from individual to collective resistance which can occur in the customer/developer relationship.Keywords:Customer/Property developer relationship, Process models of customer resistance, Complaining behavior, Retrospective interviews.
Document type :
Conference papers
Complete list of metadatas

Cited literature [31 references]  Display  Hide  Download

https://hal-upec-upem.archives-ouvertes.fr/hal-01435440
Contributor : Sherazade Gatfaoui <>
Submitted on : Monday, February 6, 2017 - 12:26:13 AM
Last modification on : Friday, October 4, 2019 - 1:29:01 AM
Long-term archiving on : Sunday, May 7, 2017 - 12:20:38 PM

File

Gatfaoui_et_al_EMC2011.pdf
Explicit agreement for this submission

Licence


Distributed under a Creative Commons Attribution - NonCommercial 4.0 International License

Identifiers

  • HAL Id : hal-01435440, version 1

Collections

Citation

Shérazade Gatfaoui, Rola Hussant-Zébian, Delphine Martinenq. A Dynamic Retrospective Analysis of the Development of Customer Resistance in Customer/Property-Developer Relationships. LCBR European Marketing Conference 2011, The Lupcon Center for Business Research, Jul 2011, Frankfurt am Main, Germany. ⟨hal-01435440⟩

Share

Metrics

Record views

128

Files downloads

94