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Vers une définition de la transparence perçue de la relation client sur les canaux digitaux

Abstract : This research proposes to define the concept of perceived transparency in a digital customer relationship context. A literature review was carried out and completed by an exploratory qualitative study based on managers working in a digital field, and then based on users. The main goal was to understand better the transparency given by companies and the transparency expected by users. The content analysis specifies the sub-dimensions of transparency and helps to conclude on the practices expected by users and those considered or already implemented by companies.
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https://hal.archives-ouvertes.fr/hal-02144824
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Submitted on : Thursday, June 6, 2019 - 2:32:44 PM
Last modification on : Friday, October 22, 2021 - 3:16:03 PM

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  • HAL Id : hal-02144824, version 1

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Audrey Portes, Anne-Sophie Cases, Gilles N'Goala. Vers une définition de la transparence perçue de la relation client sur les canaux digitaux. Colloque ISTEC La transformation marketing et digitale de l’entreprise, Dec 2016, Paris, France. ⟨hal-02144824⟩

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