La satisfaction est considérée comme le médiateur des comportements après-achat/consommation des consommateurs. Il est dès lors important de comprendre ce à quoi ce concept renvoie. Le but de cet article est, d'une part, d'offrir une définition du concept de satisfaction (spécifique à une transaction). Et d'autre part, de présenter ses principaux antécédents (non-confirmation, standard de comparaison, performance, qualité et valeur perçues, équité, attributions, réactions affectives). Enfin, nous discuterons de quelques développements récents dans le domaine de la satisfaction (modes/prototypes de satisfaction, par exemple) ainsi que de la mesure de ce concept.
AbendrothL.J. (2001), Disentangling regret from expectancy-disconfirmation, Advances in Consumer Research, 28, éds GillyM.C.Meyers-LevyJ., Valdosta, GA, Association for Consumer Research, 371–372.
2.
AndersonR. (1973), Consumer dissatisfaction: the effect of disconfirmed expectancy on perceived product performance, Journal of Marketing Research, 10, 1, 38–44.
3.
AndersonE.W.FornellC. (1994), Customer satisfaction prospectus, Service quality: new directions in theory and practice, éds RustR.T.OliverR.L., London, Sage, 241–268.
4.
AndersonE.W.FornellC.LehmannD.R. (1994), Customer satisfaction, market share, and profitability: findings from Sweden, Journal of Marketing, 58, 3, 53–66.
5.
AndersonE.W.SullivanM. (1993), The antecedents and consequences of customer satisfaction for firms, Marketing Science, 12, 2, 125–143.
6.
AndrewsF.M.WitheyS.B. (1976), Social indicators of well-being, N-Y: Plenum Press.
7.
AudrainA.-F.EvrardY. (2001), Satisfaction des consommateurs: précisions conceptuelles, Actes de la Conférence de l'Association Française du Marketing, 17, cédérom.
8.
AurierPh.EvrardY. (1998), Elaboration et validation d'une échelle de mesure de la satisfaction des consommateurs, Actes de la Conférence de l'Association Française du Marketing, 14, 1, éds SaportaB.TrinquecosteJ.F., Bordeaux, IAE, 51–71.
9.
AurierPh.EvrardY.N'GoalaG. (2000), Valeur de consommation et valeur globale: une application au cas de la consommation cinématographique, Actes de la Conférence de l'Association Française du Marketing, 16, 1, éds MichonR.ChébatJ.-C.ColbertF., Montréal, Ecole des Hautes Études Commerciales, 151–161.
10.
L'Écho (2000), Distinctions — des clients contents: BBL, BIL et Watco, les Awards d'Arthur Andersen, 20 mai 2000, p. 21.
11.
Luxemburger Wort (2000), Les clients de la BBL, de la BIL et de Watco sont très contents. Arthur Andersen attribue le Prix de la Satisfaction Client, 19 mai 2000, p. 22.
12.
BabinJ.B.GriffinM.BabinL. (1994), The effect of motivation to process on consumer's satisfaction reactions, Advances in Consumer Research, vol 21, éds AllenC.T.RoedderJ.D., Provo, UT: Association for Consumer Research, 406–411.
13.
BarnesJ.H. (1993), POSTDIS: a short rating scale for measuring post-purchase dissonance, Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 6, 203–216.
14.
BeardenW.O.TeelJ.E. (1983), Selected determinants of consumer satisfaction and complaints reports, Journal of Marketing Research, 20, 1, 21–28.
15.
BitnerM.J. (1990), Evaluating service encounters: the effects of physical surroundings and employee responses, Journal of Marketing, 54, 2, 69–82.
16.
BitnerM.J.HubbertA.R. (1994), Encounter satisfaction versus overall satisfaction versus quality, Service quality: new directions in theory and practice, éds RustR.T.OliverR.L., London, Sage, 74–94.
17.
BloemerJ.M.M.KasperJ.D.P. (1995), The complex relationship between consumer satisfaction and brand loyalty, Journal of Economic Psychology, 16, 2, 311–329.
18.
BoltonW.DrewJ.H. (1991), A multistage model of customers' assessment of service quality and value, Journal of Consumer Research, 17, 4, 375–384.
19.
BoltonW.DrewJ.H. (1994), Linking customer satisfaction to service operations and outcomes, Service quality: new directions in theory and practice, éds RustR.T.OliverR.L., London, Sage, 173–200.
20.
BouldingW.KalraA.StaelinR.ZeithamlV. (1993), A dynamic process model of service quality: from expectations to behavioral intentions, Journal of Marketing Research, 30, 1, 7–27.
21.
BrockmanB.K. (1998), The influence of affective state on satisfaction ratings, Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 11, 40–50.
22.
CadotteE.R.WoodruffR.B.JenkinsR.L. (1987), Expectations and norms in models of consumer satisfaction, Journal of Marketing Research, 14, 3, 305–314.
23.
CardozoR.N. (1965), An experimental study of consumer effort, expectation and satisfaction, Journal of Marketing Research, 2, 3, 244–249.
24.
ChumpitazR. (1998), La relation entre la satisfaction et la fidélité à la marque en business-to-business: application à deux produits et deux services, dissertation doctorale, Université Catholique de Louvain, Faculté des Sciences économiques, sociales et politiques, n 325, CIACo., Louvain-La-Neuve.
25.
ChurchillG.A.SurprenantC. (1982), An investigation into the determinants of customer satisfaction, Journal of Marketing Research, 19, 4, 491–504.
26.
CroninJ.J.TaylorS.A. (1992), Measuring service quality: a reexamination and extension, Journal of Marketing, 56, 3, 55–68.
27.
CurrenM.T.FolkesV.S. (1987), Attributional influences on consumer desires to communicate about products, Psychology and Marketing, 4, 31–45.
28.
DanaherP.J.HaddrellV. (1996), A comparison of question scales used for measuring customer satisfaction, International Journal of Service Industry Management, 7, 4, 4–26.
29.
DanaherP. J.MattssonJ. (1994), Customer satisfaction during the service delivery process, European Journal of Marketing, 28, 5, 5–16.
30.
DayR.L. (1984), Modelling choices among alternative responses to dissatisfaction, Advances in Consumer Research, 11, 496–499.
31.
DerbaixC.PhamM.T. (1989), Pour un développement des mesures de l'affectif en marketing, Recherche et Applications en Marketing, 4, 4, 71–87.
32.
DerbaixC.PhamM.T. (1991), Affective reactions to consumption situations: a pilot investigation, Journal of Economic Psychology, 12, 2, 325–355.
33.
de RuyterK.WetzelsM.LemminckJ.MattssonJ. (1997), The dynamics of the service delivery process: a value-based approach, International Journal of Research in Marketing, 14, 3, 231–243.
34.
DuferJ.MoulinsJ.-L. (1989), La relation entre la satisfaction du consommateur et sa fidélité à la marque: un examen critique, Recherche et Applications en Marketing, 4, 2, 21–36.
35.
EaglyA.H.ChaikenS. (1993), The psychology of attitudes, Fort Worth, FL: Harcourt Brace Jovanovich.
36.
EkmanP.FriesenW.V. (1975), Unmasking the face, New-Jersey, Prentice Hall.
37.
EvrardY. (1993), La satisfaction des consommateurs: état des recherches, Revue Française du Marketing, 144–145, 4–5, 53–65.
38.
EvrardY.AurierPh. (1996), Identification and validation of the components of the person-object relationship, Journal of Business Research, 37, 2, 127–134.
39.
FolkesV.S. (1984), Consumers reactions to product failure: an attributional approach, Journal of Consumer Research, 10, 4, 398–409.
40.
FornellC. (1992), A national satisfaction barometer: the Swedish experience, Journal of Marketing, 56, 1, 1–21.
41.
FournierS.MickD.G. (1999), Rediscovering satisfaction, Journal of Marketing, 63, 4, 5–23.
42.
GardialS.F.ClemonsD.S.WoodruffR.B.SchumannD.W.BurnsM.J. (1994), Comparing consumers recall of prepurchase and postpurchase product evaluation experiences, Journal of Consumer Research, 20, 4, 548–560.
43.
GoderisJ.P. (1998), Barrier Marketing: from customer satisfaction to customer loyalty, CEMS Business review, 2, 4, 285–294.
44.
GotliebJ.B.GrewalD.BrownS.W. (1994), Consumer satisfaction and perceived quality: complementary or divergent constructs?, Journal of Applied Psychology, 79, 6, 875–885.
45.
HerrmannA.HuberF.BraunsteinC. (1999), A regret theory to assessing customer satisfaction when alternatives are considered, European Advances in Consumer research, 4, 82–88.
46.
HerzbergF.MausnerB.SnydermanB. (1959), The motivation to work, 2nd edition, New-York: John Wiley & Sons.
47.
HolbrookM.B. (1999), Consumer value: a framework for analysis and research, Londres: Routledge interpretative marketing research.
48.
HuberF.HerrmannA. (2000), The role of customer value in arriving at an assessment of satisfaction - results of an causalanalytical study, Developments in Marketing Science, 23, éds SpottsA.E.MeadowH.L., Coral Gable, Florida, Academy of Marketing Science, 110–115.
49.
HuntH.K. (1977), CS/D Overview and future research direction, Conceptualization and measurement of consumer satisfaction and dissatisfaction, éd. HuntH.K.., Cambridge, MA, Marketing Science Institute.
50.
IzardC.E. (1977), Human emotions, New-York, Plenum Press.
51.
JohnsonM.D. (1995), The four faces of aggregation in customer satisfaction research, Advances in Consumer Research, 22, 89–93.
52.
La BarberaP.A.MazurskyD. (1983), A longitudinal assessment of consumer satisfaction/dissatisfaction: the dynamic aspect of cognitive standardization, Journal of Marketing Research, 20, 4, 394–404.
53.
LindgreenA.DavisR.BrodieR.Buchanan-OliverM. (2000), Pluralism in contemporary marketing practices, International Journal of Bank Marketing, 18, 6, 294–308.
54.
MackoyR.D.SprengR.A. (1995), The dimensionality of consumer satisfaction /dissatisfaction: an empirical examination, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 8, 53–58.
55.
MaddoxR.N. (1981), Two-factor theory and consumer satisfaction: replication and extension, Journal of Consumer Research, 8, 1, 97–103.
56.
ManoH.OliverR.L. (1993), Assessing the dimensionality of consumption experience: evaluation, feeling, and satisfaction, Journal of Consumer Research, 20, 3, 451–466.
57.
MorrisE.W. (1976), A normative deficit approach to consumer satisfaction, Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, éd. HuntK.H.., Cambridge, MA, Marketing Science Institute, 240–274.
58.
NgoboP.V. (2000), Satisfaction des clients et part de marché de l'entreprise: un réexamen au regard de récentes avancées théoriques, Recherche et Applications en Marketing, 15, 2, 21–42.
59.
OlshavskyR.MillerJ. (1972), Consumer expectations, product performance and perceived product quality, Journal of Marketing Research, 9, 2, 19–21.
60.
OliverR.L. (1980), A cognitive model of the antecedents and consequences of satisfaction decisions, Journal of Marketing Research, 17, 4, 460–469.
61.
OliverR.L. (1981), Measurement and evaluation of satisfaction processes in retail settings, Journal of Retailing, 57, 3, 49–68.
62.
OliverR.L. (1989), Processing of the satisfaction response in consumption, Journal of Consumer Satisfaction/dissatisfaction and Complaining Behavior, 2, 1–26.
63.
OliverR.L. (1993), Cognitive, affective and attributes bases of the satisfaction response, Journal of Consumer Research, 20, 3, 418–430.
64.
OliverR.L. (1993a), A conceptual model of service quality and service satisfaction: compatible goals, different concepts, Advances in Services Marketing and Management Research and Practice, 2, éds SchwartzT.A.BowenD.E.BrownS.W., Greenwich: JAI press, 65–85.
65.
OliverR.L. (1994), Conceptual issues in the structural analysis of consumption emotion, satisfaction and quality: evidence in a service setting, Advances in Consumer Research, 21, éds AllenC.T.RoedderJ.D., Provo, UT, Association for Consumer Research, 16–22.
66.
OliverR.L. (1997), Satisfaction: on a behavioral perspective on the consumer, New-York, McGraw-Hill.
67.
OliverR.L. (1999), Value as excellence in the consumption experience, Consumer value: a framework for analysis and research, éd. HolbrookM.., Londres: Routledge interpretative marketing research, 43–62.
68.
OliverR.L.BeardenW.O. (1983), The role of involvement in satisfaction processes, Advances in Consumer Research, 10, éds BagozziR.P.TyboutA.M., Ann Arbor, MI: Association for Consumer Research, 250–255.
69.
OliverR.L.de SarboW.S. (1988), Response determinants in satisfaction judgements, Journal of Consumer Research, 14, 4, 495–507.
70.
OliverR.L.RustR.T.VarkiS. (1997), Customer delight: foundations, findings and managerial insight, Journal of Retailing, 73, 3, 311–336.
71.
OliverR.L.SwanJ.E. (1989a), Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach, Journal of Marketing, 53, 2, 21–35.
72.
OliverR.L.SwanJ.E. (1989b), Equity and disconfirmation perceptions as influences on merchant and product satisfaction, Journal of Consumer Research, 16, 3, 372–383.
73.
OliverR.L.WestbrookR.A. (1993), Profiles of consumer emotions and satisfaction in ownership and usage, Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 6, 12–27.
74.
OstromA.IacobucciD. (1995), Consumer trade-offs and the evaluation of service quality, Journal of Marketing, 59, 1, 17–28.
75.
ParasuramanA.ZeithamlV.A.BerryL.B. (1988), SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64, 1, 12–40.
76.
PlichonV. (1998), La nécessité d'intégrer les états affectifs à l'explication du processus de satisfaction du consommateur, Actes de la Conférence de l'Association Française du Marketing, 14, 2, éds SaportaB.TrinquecosteJ.F., Bordeaux, IAE, 671–694.
77.
PriceL.L.ArnouldE.J.TierneyP. (1995), Going to the extremes: managing service encounters and assessing provider performance, Journal of Marketing, 59, 2, 83–97.
78.
PrimI.PrasB. (1999), « Friendly » complaining behaviors: toward a relational approach, Journal of Market Focused Management, 3, 333–352.
79.
PyszczynskiT.A.GreenbergJ. (1987), Toward an integration of cognitive and motivational perspectives on social inference: a biased hypothesis-testing model, Advances in Experimental Social Psychology, 20, éd. BerkowitzL.., New York, Academic Press, 297–340.
80.
ReichheldF.F.SasserW.E.Jr. (1990), Zero defections: quality comes to services, Harvard Business Review, 68, 5, 105–111.
81.
RichinsM. (1983), Negative word-of-mouth by dissatisfied consumers: a pilot study, Journal of Marketing, 47, 1, 68–78.
82.
RustR.T.OliverR.L. (1994), Service quality: insights and managerial implications from the frontier, Service quality: new directions in theory and practice, éds RustR.T.OliverR.L., Thousand Oak, Sage Publications, 1–19.
83.
RustR.T.ZahorikA. (1993), Customer satisfaction, customer retention and market share, Journal of Retailing, 69, 2, 193–216.
84.
RustR.T.ZahorikA.KeininghamT.L. (1995), Return on quality (ROQ): making service quality financially accountable, Journal of Marketing, 59, 2, 58–70.
85.
RustR.T.ZahorikA.J.KeininghamT.L. (1996), Service marketing, New York, Harper Collins.
86.
SinghJ.SirdeshmukhD. (2000), Agency and trust mechanisms in consumer satisfaction and loyalty judgment, Journal of the Academy of Marketing Science, 28, 1, 150–167.
87.
SmithA.K.BoltonR.N. (2002), The effect of customer's responses to service failure on their recovery effort evaluations and satisfaction judgments, Journal of the Academy of Marketing Science, 30 (1), 5–23.
88.
SöderlundM. (1998), Customer satisfaction and its consequences on customer behaviour revisited: the impact of different levels of satisfaction on word-of-mouth, feedback to supplier and loyalty, International Journal of Service Industry Management, 9, 2, 169–188.
89.
SpiesK.HesseF.LoeschK. (1997), Store atmosphere, mood and purchasing behavior, International Journal of Research in Marketing, 14, 1, 1–17.
90.
SprengR.A. (1995), New directions in affect and consumer satisfaction, Actes de l'Association for Consumer Research, 22, 453–453.
91.
StaymanD.M.AldenD.L.SmithK.H. (1992), Some effects of schematic processing on consumer expectations and disconfirmation judgements, Journal of Consumer Research, 19, 240–255.
92.
Stiensmeier-PelsterJ.MartiniA.ReisenzeinR. (1995), The role of surprise in the attribution process, Cognition and Emotion, 9, 1, 5–31.
93.
StraussB.NeuhausP. (1997), The qualitative model satisfaction, International Journal of Service Industry Management, 8, 3, 236–249.
94.
SuW.TippinsM.J. (1998), Consumer attributions of product failure to channel members and self: the impact of situational cues, Actes de l'Association for Consumer Research, 25, 139–145.
95.
SwanJ.E.CombsL.J. (1976), Product performance and consumer satisfaction: a new concept, Journal of Marketing, 40, 25–33.
96.
SwanJ.E.MercerA.A. (1981), Consumer satisfaction as a function of equity and disconfirmation, Concept and Theory in Consumer Satisfaction and Complaining, Actes de la 6e Conférence Annuelle sur la satisfaction/le mécontentement des consommateurs, HuntK., Bloomington: School of Business, Indiana University.
97.
SwanJ.E.TarwickI.F. (1981), Disconfirmation of expectations and satisfaction with a retail service, Journal of Retailing, 57, 49–67.
98.
TaylorS.A.BakerT.L. (1994), An assessment of the relationship between service quality and customer satisfaction in the formation of consumer's purchase intentions, Journal of Retailing, 70, 2, 163–178.
99.
TseD.K.WiltonP.C. (1988), Models of consumer satisfaction formation: an extension, Journal of Marketing Research, 25, 2, 204–212.
100.
VanhammeJ. (2001), L'influence de la surprise sur la satisfaction des consommateurs: étude exploratoire par journal de bord, Recherche et Applications en Marketing, 16, 2, 1–32.
WeinerB. (1986), An attributional theory of motivation and emotion, New-York, Wiley.
103.
WestbrookR.A. (1980), A rating scale for measuring product/service satisfaction, Journal of Marketing, 44, 4, 68–72.
104.
WestbrookR.A. (1987), Product/consumption-based affective responses and postpurchase process, Journal of Marketing Research, 24, 3, 258–270.
105.
WestbrookR.A.OliverR.L. (1991), The dimensionality of consumption emotion patterns and consumer satisfaction, Journal of Consumer Research, 18, 1, 84–91.
106.
WestbrookR.A.ReillyM.D. (1983), Value percept disparity: an alternative to the disconfirmation expectations theory of consumer satisfaction, Advances in Consumer Research, 10, éds BagozzyR.P.TyboutA.M., Ann Arbor, MI, Association for Consumer Research, 256–261.
107.
WoodruffR.B.CadotteE.R.JenkinsR.L. (1983), Modelling consumer satisfaction processes using experience-based norms, Journal of Marketing Research, 20, 3, 296–304.
108.
YiY. (1993), The determinants of customer satisfaction: the moderating role of ambiguity, Actes de l'Association for Consumer Research, 20, 502–506.
109.
ZeelenbergM.PietersR. (1999), Comparing service delivery to what might have been: behavioral responses to regret and disappointment, Journal of Service Research, 3, 1, 86–97.
