1IRG - Institut de Recherche en Gestion (Université Paris-Est Créteil Val de Marne (UPEC) -Faculté de sciences économiques et de gestion
Place de la Porte des Champs , 4 Route de Choisy 94010 Créteil Cedex - 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.
https://hal-upec-upem.archives-ouvertes.fr/hal-01435440
Contributor : Sherazade Gatfaoui
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Submitted on : Monday, February 6, 2017 - 12:26:13 AM
Last modification on : Thursday, July 18, 2019 - 2:50:02 PM
Long-term archiving on : Sunday, May 7, 2017 - 12:20:38 PM
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⟩
