Réclamations « déviantes » des clients: quelles réponses pour les organisations ?

Fanny Reniou (), Aurélien Rouquet, Dilip Subramanian and Jean-Baptiste Suquet ()
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Fanny Reniou: IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12
Aurélien Rouquet: NEOMA - Neoma Business School
Dilip Subramanian: NEOMA - Neoma Business School
Jean-Baptiste Suquet: NEOMA - Neoma Business School

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Date: 2017-09-01
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Published in Finance Contrôle Stratégie, 2017

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