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.
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Communication dans un congrès
LCBR European Marketing Conference 2011, Jul 2011, Frankfurt am Main, Germany. Proceedings of the LCBR European Marketing Conference 2011, 2011, 〈www.lcbronline.com〉
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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, Jul 2011, Frankfurt am Main, Germany. Proceedings of the LCBR European Marketing Conference 2011, 2011, 〈www.lcbronline.com〉. 〈hal-01435440〉

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