La zone de tolerance des consommateurs de services : une analyse a partir de la typologie "information-transaction"
Institution:
Jouy-en Josas, HECDisciplines:
Directors:
Abstract EN:
Consumers' service expectations are characterized by a range of levels (bounded by a desired and an adequate service) rather than a single level. The "continuum" between these two levels represents the zone of tolerance of consumers. Differences existing between services generate different consumers' expectations and specific variations on the zone of tolerance. In order to analyze these questions, a services typology, based on criterias issued from the microeconomic information theory, is developed. A scale to measure the zone of tolerance is elaborated. Two empirical research validate the propositions.
Abstract FR:
Les attentes des consommateurs vis-a-vis des services n'ont pas un caractere ponctuel. Elles varient dans un "continuum" caracterise la zone de tolerance. D'autre part, les differences entre les services determinent des attentes distinctes des consommateurs et, par consequent, des variations specifiques dans l'etendue de la zone de tolerance. Pour analyser ces questions, une typolgoie des services, fondee sur des criteres issus de la theorie micro-economique de l'information, est developpee. Une echelle appropriee pour mesurer la zone de tolerance est elaboree. Deux recherches empiriques permettent de valider ces propositions.