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Omnicanalité et réclamation client

Author

Listed:
  • 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)

Abstract

Dans un contexte où de plus en plus d'entreprises adoptent l'omnicanalité, les thématiques relatives à l'intégration des canaux sont prépondérantes. L'intégration peut concerner les politiques marketings, la logistique, le traitement de l'information client ou encore la relation client. Parallèlement, le traitement des réclamations clients est de plus en plus perçu comme stratégique par les entreprises qui y voient l'opportunité d'améliorer leurs produits ou processus. L'objectif de cette recherche est de poser un cadre d'étude de la gestion des réclamations clients au sein des systèmes omnicanal.

Suggested Citation

  • Sophie Jeanpert & Laure Jacquemier-Paquin & Sophie Claye-Puaux, 2019. "Omnicanalité et réclamation client," Post-Print hal-02488734, HAL.
    • Handle: RePEc:hal:journl:hal-02488734
    as

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