The role of human interaction in complaint handling

Sophie Jeanpert, Laure Jacquemier-Paquin and Sophie Claye-Puaux
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Sophie Jeanpert: CRET-LOG - Centre de Recherche sur le Transport et la Logistique - AMU - Aix Marseille Université
Laure Jacquemier-Paquin: CRET-LOG - Centre de Recherche sur le Transport et la Logistique - AMU - Aix Marseille Université
Sophie Claye-Puaux: CRET-LOG - Centre de Recherche sur le Transport et la Logistique - AMU - Aix Marseille Université

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Date: 2021-09
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Published in Journal of retailing and consumer services, 2021, 62, pp.102670. ⟨10.1016/j.jretconser.2021.102670⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03967120

DOI: 10.1016/j.jretconser.2021.102670

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