Pourquoi un si faible niveau de satisfaction des clients qui achètent un bien immobilier neuf ? Une explication par le gap émotionnel

Abstract : This research aims to know which experiential leverage mightexplain relational satisfaction of off-plan housingcustomers using an original critical incidents methodology. This study highlights the major phases perceived by customers and emotional moments. The first results of this ongoing research show that emotional component of the experience is the lever with the most effect on relational satisfaction and emotional intensity has a significant effect
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Florence Jacob, Fabrice Larceneux, Valérie Renaudin. Pourquoi un si faible niveau de satisfaction des clients qui achètent un bien immobilier neuf ? Une explication par le gap émotionnel. 20éme Colloque Etienne Thil, Oct 2017, Roubaix, France. ⟨hal-01893292⟩

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