{
  "title": "Un incident bien réparé fidélise-t-il plus ?",
  "url": "https://www.shr.swiss/blog/le-paradoxe-de-la-reparation-du-service",
  "language": "fr",
  "datePublished": "2025-05-13",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Études hétérogènes.",
  "section": "Recherche",
  "topic": "Accueil client",
  "place": {
    "name": "Bâle",
    "region": "Bâle-Ville",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "La recherche",
      "point": "Michel De Matos, Celso Henrique et Carlos Rossi (2007, Journal of Service Research) trouvent par méta-analyse un effet modeste sur la satisfaction, mais pas sur la fidélité.."
    },
    {
      "heading": "La limite",
      "point": "Études hétérogènes.."
    },
    {
      "heading": "La nuance",
      "point": "Mieux vaut éviter l'incident que compter sur la réparation."
    },
    {
      "heading": "Implication pratique, vérifiable à Bâle",
      "point": "Mesurer le taux de retour des clients après réclamation."
    }
  ],
  "sources": [
    {
      "authors": "Rossi",
      "year": "2007",
      "source": "Journal of Service Research"
    }
  ],
  "wordCount": 94,
  "image": "https://www.shr.swiss/img/blog-editorial-2025-05-13-fr.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/le-paradoxe-de-la-reparation-du-service",
    "en": "https://www.shr.swiss/blog/le-paradoxe-de-la-reparation-du-service-en",
    "de": "https://www.shr.swiss/blog/le-paradoxe-de-la-reparation-du-service-de",
    "it": "https://www.shr.swiss/blog/le-paradoxe-de-la-reparation-du-service-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/bale",
    "city": "https://www.shr.swiss/formations-ville/bale",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}