Résumés
Résumé
Cet article présente une revue de la littérature sur la satisfaction du consommateur. Dans une première partie, on définira le construit de satisfaction et on le distinguera des concepts voisins. Dans une deuxième partie, on présentera les déterminants de la satisfaction. Dans une troisième partie, on examinera les conséquences de la satisfaction et de l’insatisfaction. Dans la quatrième et dernière partie, on proposera des voies de recherches futures.
Abstract
In this paper, we present a review of the research literature on consumer satisfaction. In the first section, I define satisfaction and review the existent confusion with several related constructs. In the second section, I present the determinants of satisfaction. In the third section, I examine the consequences of satisfaction and dissatisfaction. Finally, in section four, several future research avenues will be proposed.
Parties annexes
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