W. E. Bearden and J. E. Teel, Selected Determinants of Consumer Satisfaction and Complaint Reports, Journal of Marketing Research, vol.20, issue.1, pp.21-28, 1983.
DOI : 10.2307/3151408

M. Certeau and . De, L'invention du quotidien, Tome1. Arts de faire, 1990.

D. Crié, Un cadre conceptuel d'analyse du comportement de reclamation, Recherche et Applications en Marketing, vol.16, issue.1, pp.45-63, 2001.
DOI : 10.1177/076737010101600104

R. Day, Research perspectives on Consumer Complaint Behavior, Theoretical Developments in Marketing, pp.211-215, 1980.

R. L. Day, Modeling choices among alternative responses to dissatisfaction, Advances inn consumer research MI: Association for consumer research, pp.496-499, 1984.

R. Day, E. Landon, and . Jr, Consumer responses to Dissatisfaction with durable products Advances in Consumer Research, for Consumer Research, pp.438-440, 1979.

R. L. Day, K. Grabicke, T. Schaetzle, and F. Staubash, The hidden agenda of consumer complaining, Journal of Retailing, vol.57, issue.3, pp.86-106, 1981.

R. Day, E. Landon, and . Jr, Toward a theory of consumer complaining behavior, Consumer and industrial buying behaviour, pp.425-437, 1977.

M. Etzel and B. Siverman, A managerial perspective on directions for retail customer satisfaction research, Journal of Retailing, vol.57, issue.3, pp.124-136, 1981.

E. Fischer, Rhetorics of resistance, discourses of discontent, Advances in Consumer Research for Consumer Research, pp.123-124, 2001.

J. C. Flanagan, The critical incident technique., Psychological Bulletin, vol.51, issue.4, pp.327-358, 1954.
DOI : 10.1037/h0061470

S. Fournier, Consumers resistance: societal motivations, consumer manifestations, and implications in marketing domain, Advances in Consumer Research for Consumer Research, pp.88-90, 1998.

M. Friedman, Consumer Boycotts in the United States, 1970-1980: Contemporary Events in Historical Perspective, Journal of Consumer Affairs, vol.38, issue.1, pp.96-117, 1985.
DOI : 10.1111/j.1745-6606.1985.tb00346.x

M. Friedman, Consumer boycotts: effecting change through the market place and the media, 1999.

M. Friedstad and P. Wright, The Persuasion Knowledge Model: How People Cope with Persuasion Attempts, Journal of Consumer Research, vol.21, issue.1, pp.1-31, 1994.
DOI : 10.1086/209380

R. O. Hermann, The tactics of consumer resistance: group action and marketplace exit, Advances in Consumer Research for Consumer Research, pp.130-134, 1993.

A. O. Hirschman, Exit, voice and loyalty: Responses to decline in firms, Organizations and states, 1970.

S. M. Keaveney, Customer Switching Behavior in Service Industries: An Exploratory Study, Journal of Marketing, vol.59, issue.2, pp.71-82, 1995.
DOI : 10.2307/1252074

T. J. Levesque and G. H. Mcdougall, Customer Dissatisfaction: The Relationship Between Types of Problems and Customer Response, Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l'Administration, vol.22, issue.3, pp.264-276, 1996.
DOI : 10.1111/j.1936-4490.1996.tb00736.x

C. Obermiller and E. Spangenberg, Development of a Scale to Measure Consumer Skepticism Toward Advertising, Journal of Consumer Psychology, vol.7, issue.2, pp.159-186, 1998.
DOI : 10.1207/s15327663jcp0702_03

L. Peñaloza and L. Price, Consumer resistance: a conceptual overview, Advances in Consumer Research for Consumer Research, pp.123-128, 1993.

M. Poster, The Question of Agency: Michel de Certeau and the History of Consumerism, Diacritics, vol.22, issue.2, pp.94-107, 1992.
DOI : 10.2307/465283

I. Prim-allaz and W. Sabadie, Les apports de la théorie de la justice pour une meilleure gestion des réclamations clients, Proceedings of the International AFM Congress, pp.1179-1202, 2003.

M. L. Richins, A multivariate analysis of responses to dissatisfaction, Journal of the Academy of Marketing Science, vol.10, issue.June, pp.24-31, 1987.
DOI : 10.1007/BF02722168

P. S. Ring and A. H. Van-de-ven, Structuring cooperative relationships between organizations, Strategic Management Journal, vol.36, issue.7, pp.483-498, 1992.
DOI : 10.1002/smj.4250130702

P. S. Ring and A. H. Van-de-ven, Development processes of cooperative intreorganizational relationships, Academy of Management Review, vol.19, issue.1, pp.90-118, 1994.

M. Ritson and S. Dobscha, Marketing heretics: resistance is/is not futile, Advances in Consumer Research, 1999.

D. Roux, La resistance du consommateur: Proposition d'un cadre d'analyse, Recherche et Applications en Marketing, vol.22, issue.4, pp.59-80, 2007.
DOI : 10.1177/076737010702200403

J. Singh, Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues, Journal of Marketing, vol.52, issue.1, pp.93-107, 1988.
DOI : 10.2307/1251688

J. Singh, A typology of consumer dissatisfaction response styles, Journal of Retailing, vol.66, issue.1, pp.57-98, 1990.

N. Stephens and K. P. Gwinner, Why Don't Some People Complain? A Cognitive-Emotive Process Model of Consumer Complaint Behavior, Journal of the Academy of Marketing Science, vol.26, issue.3, pp.172-189, 1998.
DOI : 10.1177/0092070398263001