Cette recherche évalue le concept d'insatisfaction appliqué au marché des services aériens entre le Canada et la France. Elle en identifie les causes, en suggère une méthode de mesure, puis analyse les comportements de réaction à l'insatisfaction. Il en découle une relation de cause à effet qui établit les bases d'un positionnement des compagnies aériennes et des classes de service sur le marché en fonction des sources d'insatisfaction et des formes de réaction. Ce positionnement fournit aussi les axes d'une stratégie concurrentielle de gestion «défensive» de l'insatisfaction.
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