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La valeur des réclamations et la réaction économique. Sociologie et histoire d'un phénomène gestionnaire

Abstract : Why and how do large companies deal with customer complaints? What effects does this treatment have on the internal regulation of firms? What can the customer expect? This thesis proposes to deal with this set of questions by an ethnographic survey conducted in two large French companies. Based on the analytical tools developed by Albert O. Hirschman, it provides a historical and sociological description of the complaint-handling practices. Thus, it wishes to contribute to the question of the influence of the client of a commodity on the companies that produce and sell it.
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Benoit Giry. La valeur des réclamations et la réaction économique. Sociologie et histoire d'un phénomène gestionnaire. Sociologie. Université de Bordeaux, 2016. Français. ⟨NNT : 2016BORD0309⟩. ⟨tel-01953454⟩

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