Les Apports De La Theorie De La Justice Pour Une Meilleure Gestion Des Reclamations Clients
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- Shérazade Gatfaoui & Rola Hussant-Zébian & Delphine Martinenq, 2013.
"A dynamic analysis of the construction of customer resistance in the customer/property developer relationship: an approach based on retrospective interviews
[Quels processus de construction de la r," Post-Print hal-01127887, HAL.
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Keywordscomplaining behaviors; complaint management; justice theories; réclamations; gestion des réclamations; théories de la justice; services;
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