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L'expérience client à la lueur des Sciences de l'Information et de la Communication

Abstract : This article aims to analyze the customer experience in the light of Information and Communication Sciences by questioning in particular the role of the salesperson in the running of the said experience (which is for us synonymous with customer relations). To do this, we will mobilize the concept of mediation - which has a strong heuristic in communication research - to rethink the new interpersonal relationships between a vendor and a consumer (s) within the framework of retail chains of the supermarket type.
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https://hal-normandie-univ.archives-ouvertes.fr/hal-02959902
Contributor : Max Poulain <>
Submitted on : Wednesday, October 7, 2020 - 11:19:37 AM
Last modification on : Friday, October 9, 2020 - 3:33:19 AM

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  • HAL Id : hal-02959902, version 1

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Max Poulain, Alexandre Eyries. L'expérience client à la lueur des Sciences de l'Information et de la Communication. MEI - Médiation et information, L'Harmattan, 2019. ⟨hal-02959902⟩

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