%0 Book Section %T Engaging Reciprocity from the Complainant Customer in the Digital Age %+ Centre de Recherche en Gestion des Organisations (EA 7317) (CREGO) %A Simon, Françoise %@ 978-1786303721 %Z CERMAB %B Augmented Customer Strategy - CRM in the digital age %E Allaz Isabelle %E N’Goala Gilles %E Pez Virginie %I WILEY-ISTE %P 167-179 %8 2019-04 %D 2019 %Z Humanities and Social Sciences/Business administrationBook sections %G English %L hal-03482358 %U https://u-bourgogne.hal.science/hal-03482358 %~ SHS %~ UNIV-BOURGOGNE %~ UNIV-FCOMTE %~ CREGO %~ CREGO-CERMAB %~ SITE-ALSACE