Context: Our study re-examines, in a comparative way, the impact of the reactivity on the satisfaction of the claiming customer from two channels: the email and the telephone.Method: Based on the foundations of the theory of justice, we analyze which of the two channels generates better responsiveness, better justice and ultimately greater satisfaction of the claimant customers. A logistic equation was constructed from 653 customer responses following the processing of their claim, which integrated the impact of responsiveness on the three levels of justice theory (procedural, distributive and interactional).Results: The results of this study underline a greater reactivity and a better satisfaction within the framework of the email channel compared to the telephone channel. The level of procedural fairness was found to be the most important for customers claiming via this channel Conclusion: This study underlines, on the one hand, the importance of the reactivity of the email channel compared to the telephone in the management of complaints. On the other hand, it shows the impact of a smooth and clear process to satisfy the complaining customer and increase his perceived justice.

This paper presents a general overview on ethnocentrism consumer research using bibliometric indicators over the period 1984-2021 from Web of Science Core Collection database. We investigate how the research on this topic is related to international trade, and how the literature has evolved with respect of keywords analysis, co-authorship, Co-citation relative to intuitions, countries and sources titles network. Firstly, our results show that the inflation of World Bank data on international trade since 2006, coincides by simultaneously increasing of the number of publications on ethnocentrism consumer during the same period. This proving that globalization has become a highly predominant phenomenon. Secondly, the keywords analysis over 1984-2021 suggest three cluster namely the process of theoretical foundations of ethnocentrism, operability of the concept of ethnocentrism and intersection between research on the operational aspect of the construct and the conceptual aspect. Finally, this previous clusters has been mutated from one sub-period to another.