1IRG - Institut de Recherche en Gestion (Institut d'Administration des Entreprises (I.A.E.) Institut de Gestion - Place de la Porte des Champs, Route de Choissy - 94010 Créteil - France)
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.
LCBR European Marketing Conference 2011, Jul 2011, Frankfurt am Main, Germany. Proceedings of the LCBR European Marketing Conference 2011, 2011, 〈www.lcbronline.com〉
https://hal-upec-upem.archives-ouvertes.fr/hal-01435440
Contributeur : Sherazade Gatfaoui
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Soumis le : lundi 6 février 2017 - 00:26:13
Dernière modification le : mercredi 15 février 2017 - 01:04:42
Document(s) archivé(s) le : dimanche 7 mai 2017 - 12:20:38
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〉
