Incidents critiques négatifs et réaction du fournisseur : une étude exploratoire

Vidal, David; Fenneteau, Hervé

doi:10.3917/mav.064.0015

Cited by 3 publications

(2 citation statements)

References 29 publications

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“…This encourages maintaining a status quo. The importance of the benefits makes the incidents more easily bearable and the absence of alternative blocks all actions (Vidal and Fenneteau, 2013). The customer is then ready to adopt a passive reaction (loyalty or neglect).…”

Section: Impact Of Commitment On the Customers' Reactionsmentioning

confidence: 99%

“…But it is mostly the interpretation of the trigger element engaged by the customer that would deserve to be a research priority. Some studies have already shown that the same incident can give rise to very different evaluations in terms of seriousness, persistence and perceived responsibility (Vidal and Fenneteau, 2013). The filtering operating in the mind of the customer should be the subject of new research to avoid mutual misunderstandings that could deteriorate (and potentially eliminate) a business relationship, while its founding principles are sufficiently solid to allow the pursuit of a reciprocal value creating commitment.…”

Section: Box 4 An Example Of a Free Rider The Delta Companymentioning

confidence: 99%

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Should I stay or should I go? Customers’ reactions faced with the deterioration of a business relationship

Vidal

Paché

Fenneteau

2016

Journal of Business &Amp; Industrial Marketing

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Purpose – This paper aims to develop a framework helping managers to understand reactions, adopting the supplier perspective, and starting from the idea that the outcome of the degradation process is mainly determined by customers’ reactions. Inter-organisational relationships are sometimes subject to degradation. When incidents arise, and relationship attractiveness decreases, its evolution becomes uncertain. Design/methodology/approach – A case study carried out with a large French industrial company (FabIndus) specialised in the production of supplies destined to a large variety of business sectors. In all, 26 semi-structured interviews were conducted with staff members of FabIndus and clients’ representatives identified as having recently been confronted with deterioration in their relationship. Findings – The paper finds that customers’ reactions vary according to the nature of the business relationship and the customer commitment when degradation begins. Using two types of commitment and the exit–voice–loyalty–neglect model, it is possible to identify four types of reactions in the situation of the deterioration of a relationship. For each one of the reactions, the paper defines the response strategy that suppliers may take on. Originality/value – The paper underlines the importance of a segmented view of business behaviours faced with the deterioration of a relationship. This can be helpful to elaborate differentiated response strategies, to avoid mutual misunderstandings.

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Section: Impact Of Commitment On the Customers' Reactionsmentioning

confidence: 99%

Section: Box 4 An Example Of a Free Rider The Delta Companymentioning

confidence: 99%

Should I stay or should I go? Customers’ reactions faced with the deterioration of a business relationship

Vidal

Paché

Fenneteau

2016

Journal of Business &Amp; Industrial Marketing

Self Cite

View full text Add to dashboard Cite

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Business marketing in France: can the case be made for “French exceptionalism” or is it just a slight variation?

Akrout¹,

Kaswengi

Valette‐Florence

2018

Journal of Business-to-Business Marketing

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Brûlé-Gapihan

Boudes

2015

Rev. Fr. Gest.

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Si les bienfaits de la confiance dans les relations de collaboration font l’objet de nombreuses études, ses effets indésirables sont peu traités. En questionnant le processus d’institutionnalisation de la confiance et notamment les mécanismes de reproduction automatique de la confiance qui en résultent, l’étude de cas tend à pallier ce manque. à partir d’entretiens et d’analyses documentaires, les auteurs retracent l’histoire d’une coopérative d’activité et d’emploi, et mettent en lumière le processus de construction d’un excès de confiance. Dans leur cas, le contexte dans lequel la relation de collaboration voit le jour est caractérisé par une prégnance des mécanismes informels et une forte imbrication des acteurs. Ceci facilite l’apparition de biais cognitifs agissant sur le processus d’institutionnalisation de la confiance et débouchant sur un excès de confiance.

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Incidents critiques négatifs et réaction du fournisseur : une étude exploratoire

Cited by 3 publications

References 29 publications

Should I stay or should I go? Customers’ reactions faced with the deterioration of a business relationship

Should I stay or should I go? Customers’ reactions faced with the deterioration of a business relationship

Business marketing in France: can the case be made for “French exceptionalism” or is it just a slight variation?

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