Le comportement de réclamation s'inscrit dans l'ensemble des réponses à l'insatisfaction du consommateur. Il en est une expression explicite et admet plusieurs autres déterminants. Il s'analyse au travers de différents types de réponses mais également dans le cadre d'un processus. Cet article a pour objet d'en établir une grille de lecture et de proposer un cadre intégrateur des différentes théories en présence.
BarnesJ.KellowayK.R. (1980), Consumerists: Complaining Behavior and Attitude Toward Social and Consumer Issues, Advances in Consumer Research, 7, éd. OlsonJ., Ann Arbor MI, Association for Consumer Research, 329–334.
7.
BauerR.A. (1960), Consumer Behavior as Risk Taking, Actes de la conférence American Marketing Association, éd. HancockR. S., Chicago (Illinois), American Marketing Association, 389–398.
8.
BeardenW.MassonJ. (1984), An Investigation of Influences on Consumer Complaint Reports, Advances in Consumer Research, 11, éd. KinnearT., Ann Arbor MI, Association for Consumer Research, 490–495.
9.
BeardenW.CrockettM.TeelJ. (1980), A Past Model of Consumer Complaint Behavior, Marketing in the 80's: Changes and Challenges, Actes de la conférence American Marketing Association, éd. BagozziR. P., Chicago IL, American Marketing Association, 101–104.
10.
BeardenW.O.OliverR. (1985), The Role of Public and Private Complaining in Satisfaction in Problem Resolution, Journal of Consumer Affairs, 19, 2, 222–240.
11.
BeardenW.O.TeelJ.E. (1983), Selected Determinants of Consumer Satisfaction and Complaint Reports, Journal of Marketing Research, 20, 1, 21–28.
12.
BestA.AndreasenA.R. (1977), Consumer Responses to Unsatisfactory Purchases: A Survey of Perceiving Defects, Voicing Complaints, and Obtaining Redress, British Journal of Law and Society, 11, 2, 701–742.
13.
BlodgettJ.G.GranboisD.H.WaltersR.G. (1993), The Effect of Perceived Justice on Complainant's Negative Word of Mouth Behavior and Repatronage Intentions, Journal of Retailing, 69, 4, 399–426.
14.
BlodgettJ.G.GranboisD.H. (1992), Toward an Integrated Conceptual Model of Consumer Complaining Behavior, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5, 2, 93–103.
15.
BoltonR.N.DrewJ. H. (1994), Linking Customer Satisfaction to Services Operations and Outcomes, Service Quality: New Directions in Theory and Practice, éds RustR. T.OliverR. L., Thousand Oaks CA, Sage Publications, 173–200.
16.
BrownS.SwartzT. (1984), Consumer Medical Complaint Behavior: Determinants of and Alternatives to Malpractices Litigation, Journal of Public Policy and Marketing, 3, 85–98.
17.
ConlonD.E.MurrayN.M. (1996), Customer Perceptions of Corporate Responses to Product Complaints: The Role of Explanations, Academy of Management Journal, 39, 4, 1040–1056.
18.
DartJ.FreemanK. (1994), Dissatisfaction Response Styles among Clients of Professional Accounting Firms, Journal of Business Research, 29, 1, 75–82.
19.
DayR. (1980), Research Perspectives on Consumer Complaint Behavior, Theoretical Developments in Marketing, éds Lamb et Dunne, Chicago IL, AMA, 211–215.
20.
DayR.LandonE.Jr. (1977), Toward a Theory of Consumer Complaining Behavior, Consumer and Industrial Buying Behavior, éds WoodsideShethBennett, Amsterdam, North Holland Publishing Co., 425–437.
21.
DayR.L. (1984), Modeling Choices Among Alternative Responses to Dissatisfaction, Advances in Consumer Research, 11, éd. KinnearT., Ann Arbor MI, Association for Consumer Research, 496–499.
22.
DayR.L.AshS.B. (1979), Consumer Responses to Dissatisfaction with Durable Products, Advances in Consumer Research, 6, éd. WilkieW., Ann Arbor MI, Association for Consumer Research, 438–440.
23.
DayR.L.GrabickeK.SchaetzleT.StaubachF. (1981), The Hidden Agenda of Consumer Complaining, Journal of Retailing, 57, 3, 86–106.
24.
EricssonK.A.SimonH.A. (1984), Protocol Analysis, Cambridge Massachusetts, MIT Press.
25.
EtzelM.SivermanB. (1981), A Managerial Perspective on Directions for Retail Customer Satisfaction Research, Journal of Retailing, 57, 3, 124–136.
26.
FarhangmehrM.SilvaM. (1995), Strategic Importance of Consumer's Complaints: an Empirical Study, Marketing Today and for the 21th Century, Actes de la 24ème conférence EMAC; éd. BergadaàM., Paris, 1595–1604.
27.
FeickL.F. (1985), Do Consumers Complain Sequentially?, papier de recherche, Université de Pittsburgh, 89–92.
28.
FolkesV.S. (1984), Consumer Reactions to Product Failure: An Attributional Approach, Journal of Consumer Research, 10, 1, 393–409.
29.
FornelC.WestbrookR.A. (1979), An Exploratory Study of Assertiveness, Aggressiveness, and Consumer Complaining Behavior, Advances in Consumer Research, 6, éd. WilkieW., Ann Arbor MI, Association for Consumer Research, 105–110.
30.
FornellC.WernerfeltB. (1987), Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis, Journal of Marketing Research, 24, 4, 337–346.
31.
FornellC.DidowN.M. (1980), Economic Constraints on Consumer Complaining Behavior, Advances in Consumer Research, 7, éd. MonroeK., Ann Arbor MI, Association for Consumer Research, 318–323.
32.
GronhaugK. (1977), Exploring Consumer Complaining Behaviour: A Model and Some Empirical Results, Advances in Consumer Research, 4, éd. PerreaultW. D., Ann Arbor MI, Association for Consumer Research, 159–165.
33.
GronhaugK.GillyM.C. (1991), A Transaction Cost Approach to Consumer Dissatisfaction and Complaint Actions, Journal of Economic Psychology, 12, 1, 165–183.
34.
GronhaugK.ZaltmanG. (1980), Complainers and Non-Complainers Revisited: Another Look at the Data, Advances in Consumer Research, 8, éd. MonroeK., Ann Arbor MI, Association for Consumer Research, 83–87.
HansenS.W.PowersT.SwanJ.E. (1997), Modeling Industrial Buyer Complaints: Implications for Satisfying and Saving Customers, Journal of Marketing Theory and Practice, 5, 4, 12–22.
37.
HartC.W.L.HeskettJ.L.SasserW.E. (1990), The Profitable Art of Service Recovery, Harvard Business Review, 68, 4, 148–156.
38.
HirschmanA.O. (1970), Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations and States, Cambridge MA, Harvard University Press.
39.
JacobyJ.JaccardJ.J. (1981), The Sources, Meaning and Validity of Consumer Complaining Behavior; A Psychological Review, Journal of Retailing, 57, 3, 4–24.
40.
KengK.A.RichemondD.HanS. (1995), Determinants of Consumer Complaint Behaviour: A Study of Singapore Consumers, Journal of International Consumer Marketing, 8, 2, 59–67.
41.
KolodinskyJ. (1993), Complaints, Redress and Subsequent Purchases of Medical Services by Dissatisfied Consumers, Journal of Consumer Policy, 16, 2, 193–214.
42.
KolodinskyJ. (1995), Usefulness of Economics in Explaining Consumer Complaints, The Journal of Consumer Affairs, 29, 1, 29–54.
43.
LaforgeM.C. (1989), Learned Helplessness as an Explanation of Elderly Consumer Complaint Behavior, Journal of Business Ethics, 8, 5, 359–366.
44.
LandonE.L. (1977), A Model of Consumer Complaint Behavior, éd. DayR. L., Bloomington, Indiana University Press31–35.
45.
LapidusR.S.PinkertonL. (1995), Customer Complaint Situations: An Equity Theory Perspective, Psychology and Marketing, 12, 2, 105–118.
46.
LazarusR.S. (1966), Psychological Stress and the Coping Process, New York, Mc Graw Hill.
47.
LevesqueT.J.McDougallG.H.G. (1996), Customer Dissatisfaction: The Relationship Between Types of Problems and Customer Response, Canadian Journal of Administrative Sciences, 13, 3, 264–276.
MassonJ.B.HimesS.H. (1973), An Exploratory Behavioral and Socio-Economic Profile of Consumer Action about a Dissatisfaction with Selected Household Appliances, Journal of Consumer Affairs, 7, 1, 121–127.
50.
MauteM.F.ForresterW.R. (1993), The Structure and Determinants of Consumer Complaint Intentions and Behavior, Journal of Economic Psychology, 14, 2, 219–247.
51.
MischelW. (1971), Introduction to Personality, Holt, Rinehart et Wiston Inc., N.Y., cité par Fornell et Westbrook (1979).
52.
MooradianT.A.OlverJ.M. (1997), I can't get no Satisfaction: The Impact of Personality and Emotion on Postpurchase Processes, Psychology and Marketing, 14, 4, 379–393.
53.
MorganoskyM.A.BuckleyH.M. (1987), Complaint Behavior: Analysis by Demographics, Lifestyle and Consumer Values, Advances in Consumer Research, 14, éds WallendorfM.AndersonP., Ann Arbor MI, Association for Consumer Research, 223–226.
54.
OlivaT.A.OliverR.A.BeardenW.O. (1995), The Relationships among Consumer Satisfaction, Involvement and Product Performance: A Catastrophe Theory Application, Behavioral Science, 40, 2, 104–121.
55.
OliverR.L. (1980), A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions, Journal of Marketing Research, 17, 4, 460–469.
56.
OliverR.L. (1987), An Investigation of the Interrelationship between Consumer (Dis)Satisfaction and Complaint Reports, Advances in Consumer Research, 14, éds WallendorfM.AndersonP., Ann Arbor MI, Association for Consumer Research, 218–222.
57.
OsterS. (1980), The Determination of Consumer Complaints, Review of Economics and Statistics, 62, 4, 603–609.
58.
PfaffM.BliviceS. (1977), Socioeconomic Correlates of Consumer and Citizen Dissatisfaction and Activism, Consumer Satisfaction, Dissatisfaction and Complaining Behavior, éd. DayR., Bloomington, Indiana University Press, 115–123.
59.
PingR.A. (1993), The Effects of Satisfaction and Structural Constraints on Retailer Exiting, Voice, Loyalty, Opportunism and Neglect, Journal of Retailing, 69, 3, 320–352.
60.
RichinsM.L. (1982), An Investigation of Consumer's Attitude Toward Complaining, Advances in Consumer Research, 9, éd. MitchellA., Ann Arbor MI, Association for Consumer Research, 502–506.
61.
RichinsM.L. (1983), Negative Word of Mouth by Dissatisfied Consumers: A Pilot Study, Journal of Marketing, 47, 1, 68–78.
62.
RichinsM.L. (1985), Seeking Redress for Consumer Dissatisfaction: The Role of Attitude and Situational Factors, Journal of Consumer Policy, 8,1, 29–37.
63.
RichinsM.L. (1987), A Multivariate Analysis of Responses to Dissatisfaction, Journal of the Academy of Marketing Science, 15, 4, 24–31.
64.
RogersJ.C.WilliamsT.G. (1990), Consumer Personal Value as Antecedent to Dyadic and Third Party Public Consumer Complaining Behavior. An Exploratory Study, Journal of Satisfaction, Dissatisfaction and Complaining Behavior, 3, 2, 71–80.
65.
ShuptrineK.WenglorzG. (1980), Comprehensive Identification of Consumer's Marketplace Problems and What They Do About Them, Advances in Consumer Research, 8, éd. MonroeK., Ann Arbor MI, Association for Consumer Research, 687–692.
66.
SinghJ. (1988), Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues, Journal of Marketing, 52, 2, 93–107.
67.
SinghJ. (1989), Determinants of Consumer's Decision Making to Seek Third Party Redress: An Empirical Study of Dissatisfied Patients, The Journal of Consumer Affairs, 23, 2, 329–363.
68.
SinghJ. (1990), A Typology of Consumer Dissatisfaction Response Styles, Journal of Retailing, 66, 1, 57–98.
69.
SinghJ.PandyaS. (1991), Exploring the Effects of Consumers’ Dissatisfaction Level on Complaint Behaviours, European Journal of Marketing, 25, 9, 7–21.
70.
StephensN.GwinnerK.P. (1998), Why don't Some People Complain? A Cognitive-Emotive Process Model of Consumer Complaint Behavior, Journal of The Academy of Marketing Science, 26, 3, 172–189.
Technical Assistance Research Program Institute (TARP), Consumer Complaint Handling in America: An Update Study, Parts I and II, Washington DC: TARP et US Office of Consumer Affairs, avril 1986.
73.
ToddP.BenbasatI. (1987), Process Tracing Methods in Decision Support Systems Research: Exploring the Black Box, MIS, 11, 4, 493–513.
74.
ValleV.A.KrishmanS. (1978), Dissatisfaction Attributions and Consumer Complaint Behavior, Advances in Consumer Research, 6, éd. WilkieW., Ann Arbor MI, Association for Consumer Research, 445–449.
75.
VavraT.G. (1995), After-Marketing, How to Keep Customers for Life through Relationship Marketing, N.Y., Mc Graw Hill.
76.
WarlandR.H.HermannR.O.MooreD.E. (1984), Consumer and Community Involvement: An Exploration of Their Theoretical and Empirical Linkages, The Journal of Consumer Affairs, 18, 1, 64–79.
77.
WarlandR.H.HermannR.O.WillisJ. (1975), Dissatisfied Consumers: Who gets Upset and Who Takes Action, Journal of Consumer Affairs, 9, 2, 148–163.
78.
WebsterC. (1991), Attitudes Toward Marketing Practices: The Effects of Ethnic Identification, Journal of Applied Business Research, 7, 2, 107–117.
79.
WeinerB.FriezeI.KuklaA.ReedL.RosenbaumR.M. (1972), Perceiving the Causes of Success and Failure, Attribution Perceiving the Causes of Behavior, éds JonesE. E.ii, Morristown N.J., General Learning Press, 95–120.
80.
WeiserC. (1995), Customer Retention: The Importance of the ‘Listening Organisation,’The Journal of Database Marketing, 2, 4, 344–358.
81.
WestbrookR.A. (1980), Intrapersonal Affective Influences Upon Consumer Satisfaction With Products, Journal of Consumer Research, 7, 1, 49–54.
82.
WestbrookR.A. (1987), Product/Consumption based Affective Responses and Postpurchase Processes, Journal of Marketing Research, 24, 3, 258–270.
83.
WestbrookR.A.NewmanJ.W.TaylorJ.R. (1978), Satisfaction, Dissatisfaction in the Purchase Decision Process, Journal of Marketing, 42, 4, 54–60.
84.
WilliamsonO.E. (1979), Transaction Cost Economics: The Governance of Contractual Relations, Journal of Law and Economics, 22, 2, 3–61.
85.
ZeithamlV.A.BitnerM.J. (1996), Services Marketing, New York, Mc Graw Hill.
