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            <title xml:lang="fr">Les ruptures de relations de long terme entre organisations: contribution à l'étude des déterminants - Une application aux relations banques-PME -</title>
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            <idno type="halRefHtml">Sciences de l'Homme et Société. Université Paris Dauphine - Paris IX, 2000. Français. &lt;a target="_blank" href="https://www.theses.fr/"&gt;&amp;#x27E8;NNT : &amp;#x27E9;&lt;/a&gt;</idno>
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            <idno type="stamp" n="UNIV-LYON2">Université Lumière Lyon 2</idno>
            <idno type="stamp" n="COACTIS">COACTIS</idno>
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                <title xml:lang="fr">Les ruptures de relations de long terme entre organisations: contribution à l'étude des déterminants - Une application aux relations banques-PME -</title>
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                  <persName>
                    <forename type="first">Isabelle</forename>
                    <surname>Prim-Allaz</surname>
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                  <email type="md5">4dae095bae6857fc2a6e6c2bae684354</email>
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                  <date type="dateDefended">2000-11-28</date>
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                <authority type="institution">Université Paris Dauphine - Paris IX</authority>
                <authority type="supervisor">Pr Jean Perrien et Pr Bernard Pras</authority>
                <authority type="jury">Jean Perrien (co-directeur)</authority>
                <authority type="jury">Bernard Pras (co-directeur)</authority>
                <authority type="jury">Pierre-Louis Dubois (rapporteur)</authority>
                <authority type="jury">Eric Vernette (rapporteur)</authority>
                <authority type="jury">Laurent Caïe (suffragant)</authority>
                <authority type="jury">Jean-Jack Cegarra (suffragant)</authority>
                <authority type="jury">Pierre Desmet (suffragant)</authority>
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                <term xml:lang="en">relationship norms</term>
                <term xml:lang="en">business-to-business</term>
                <term xml:lang="en">relations de long terme</term>
                <term xml:lang="en">dissolution</term>
                <term xml:lang="en">rupture</term>
                <term xml:lang="en">normes de la relation</term>
                <term xml:lang="en">Macneil</term>
                <term xml:lang="en">marketing bancaire</term>
                <term xml:lang="en">marketing relationnel</term>
                <term xml:lang="en">long-term relationship</term>
                <term xml:lang="en">exit</term>
                <term xml:lang="en">termination</term>
                <term xml:lang="en">banking marketing</term>
                <term xml:lang="en">relationship marketing</term>
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              <p>While research fellows and manager are aware that long term relationships represent a high potential for companies, this field of research has been neglected. It seems to be of great interest to look for relationship termination factors. That is the reason why this research aims at identifying interorganizational long term relationship antecedents in order to better understand this phenomena. To do so, we have conducted a literature review embracing works in economics, psychology, laws, and marketing. This review has shown the primary role played by the factors representing the interaction between individuals in interorganizational long-term relationship termination. These factors are defined according to the relationship norms proposed by Macneil (role integrity, solidarity, mutuality and communication for the relational norms and effectuation of consent, restitution and negotiation power for the transactional norms. A qualitative exploratory study as well as a quantitative survey have been conducted with French small and medium scales enterprises. They show the major role played by the account manager role integrity in the relationship termination between banks and SME. The relational norms have a direct impact on the termination decision, while the transactional norms influence the relationship termination through their action on a mediator: the global evaluation of the relationship. The age, the story of the relationship, as well as the degree of constraint of the client in the relationship are mediators. To conclude, this research demonstrates the major role played by the relationship norms in interorganizational long-term relationship termination. Key words : relationship marketing - banking marketing - Macneil - relationship norms - termination - exit - dissolution - long-term relationship - business-to-business -</p>
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              <p>Alors que de nombreux auteurs et managers remarquent l'importance des relations durables comme un potentiel de ressources pour les entreprises, peu de recherches ont été consacrées à cette question. Il semble pourtant très important de se poser la question des déterminants de la rupture des relations. Cette recherche vise donc à déterminer les facteurs de ruptures de relations de long terme entre organisations et à mieux comprendre ce phénomène. Pour ce faire, une revue de littérature a été conduite, utilisant des travaux en économie, en psychologie, en droit et en marketing. Elle a montré l'importance des composantes de l'interaction entre les individus dans les ruptures de relations de long terme entre organisations. Ces composantes ont été définies selon les normes de la relation proposées par Macneil (intégrité du rôle, solidarité, réciprocité, flexibilité et communication pour les normes relationnelles, et réalisation des promesses, réparation et pouvoir de négociation pour les normes transactionnelles). Une étude qualitative exploratoire et une étude quantitative auprès de PME françaises ont permis de montrer le rôle majeur joué par l'intégrité du chargé d'affaires dans les relations entre les banques et leur clientèle PME. Les normes relationnelles ont une incidence directe sur la décision de rupture, alors que les normes transactionnelles exercent leur effet via une variable médiatrice : l'évaluation globale de la relation. L'âge, l'histoire de la relation et le degré de contrainte du client dans la relation ont une action modératrice. Pour conclure, cette recherche montre donc l'importance de l'ensemble des composantes de l'interaction dans les ruptures de relations de long terme entre organisations. Mots clés : marketing relationnel - marketing bancaire - Macneil - normes de la relation - rupture - dissolution - relations de long terme - business-to-business -</p>
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