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Caractéristiques et limites du leadership en management de l'expérience client cross-canal : le cas des groupements d'adhérents

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  • Florence Jacob

    (NIMEC - Normandie Innovation Marché Entreprise Consommation - UNICAEN - Université de Caen Normandie - NU - Normandie Université - ULH - Université Le Havre Normandie - NU - Normandie Université - UNIROUEN - Université de Rouen Normandie - NU - Normandie Université - IRIHS - Institut de Recherche Interdisciplinaire Homme et Société - UNIROUEN - Université de Rouen Normandie - NU - Normandie Université)

  • Claire Capo

    (NIMEC - Normandie Innovation Marché Entreprise Consommation - UNICAEN - Université de Caen Normandie - NU - Normandie Université - ULH - Université Le Havre Normandie - NU - Normandie Université - UNIROUEN - Université de Rouen Normandie - NU - Normandie Université - IRIHS - Institut de Recherche Interdisciplinaire Homme et Société - UNIROUEN - Université de Rouen Normandie - NU - Normandie Université)

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Suggested Citation

  • Florence Jacob & Claire Capo, 2017. "Caractéristiques et limites du leadership en management de l'expérience client cross-canal : le cas des groupements d'adhérents," Post-Print hal-02073116, HAL.
    • Handle: RePEc:hal:journl:hal-02073116
    Note: View the original document on HAL open archive server: https://hal.science/hal-02073116
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    References listed on IDEAS

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    1. Verhoef, Peter C. & Lemon, Katherine N., 2013. "Successful customer value management: Key lessons and emerging trends," European Management Journal, Elsevier, vol. 31(1), pages 1-15.
    2. I. Collin-Lachaud & Régine Vanheems, 2016. "Naviguer entre espaces virtuel et reel pour faire ses achats: exploration de lexperience de shopping hybride," Post-Print hal-01301978, HAL.
    3. Cao, Lanlan & Li, Li, 2015. "The Impact of Cross-Channel Integration on Retailers’ Sales Growth," Journal of Retailing, Elsevier, vol. 91(2), pages 198-216.
    4. Lanlan Cao & Li Li, 2015. "The Impact of Cross-Channel Integration on Retailers’ Sales Growth," Post-Print hal-02009466, HAL.
    5. Verhoef, Peter C. & Venkatesan, Rajkumar & McAlister, Leigh & Malthouse, Edward C. & Krafft, Manfred & Ganesan, Shankar, 2010. "CRM in Data-Rich Multichannel Retailing Environments: A Review and Future Research Directions," Journal of Interactive Marketing, Elsevier, vol. 24(2), pages 121-137.
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