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Conference papers
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.
Cited literature [31 references]
https://hal-upec-upem.archives-ouvertes.fr/hal-01435440
Contributor : Sherazade Gatfaoui Connect in order to contact the contributor
Submitted on : Monday, February 6, 2017 - 12:26:13 AM
Last modification on : Tuesday, October 19, 2021 - 1:16:07 PM
Long-term archiving on: : Sunday, May 7, 2017 - 12:20:38 PM
Contributor : Sherazade Gatfaoui Connect in order to contact the contributor
Submitted on : Monday, February 6, 2017 - 12:26:13 AM
Last modification on : Tuesday, October 19, 2021 - 1:16:07 PM
Long-term archiving on: : Sunday, May 7, 2017 - 12:20:38 PM
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Gatfaoui_et_al_EMC2011.pdf
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