@incollection{simon:hal-03482358, TITLE = {{Engaging Reciprocity from the Complainant Customer in the Digital Age}}, AUTHOR = {Simon, Fran{\c c}oise}, URL = {https://u-bourgogne.hal.science/hal-03482358}, BOOKTITLE = {{Augmented Customer Strategy - CRM in the digital age}}, HAL_LOCAL_REFERENCE = {CERMAB}, EDITOR = {Allaz Isabelle and N'Goala Gilles and Pez Virginie}, PUBLISHER = {{WILEY-ISTE}}, PAGES = {167-179}, YEAR = {2019}, MONTH = Apr, HAL_ID = {hal-03482358}, HAL_VERSION = {v1}, }