We are interested in modeling interaction between criteria in Multi-Criteria Decision Making when underlying scales are bipolar. Interacting phenomena involving behavioral bias between attractive and repulsive values are in particular considered here. We show in an example that both the Choquet...

In logistics, freight transportation is a major source of income in a country's economy. One of the most popular strategies is logistics sharing, which is a complex problem due to the involved stakeholders. Moreover, the current several transport operations are extremely expensive due to the...

Cette contribution traite de la transformation du travail liée à la mise en place d'un progiciel de CRM et notamment ses aspects managériaux ainsi que ceux concernant les échanges entre différents métiers d'une même organisation de vente. Elle s'intéresse en particulier à la portée des...

Cette contribution propose d‘analyser le processus de mise en place d'un Progiciel de gestion intégré de la relation clients (progiciel CRM très connu sur le marché) dans une grande entreprise de service. L'application doit remplacer en plusieurs lots des applications métiers "maisons"...

The aim of this communication is to study the effectiveness of complaint management according to the quality of the relationship between the firm and the customer. We compare interactional (relational) and distributive (monetary) compensation in terms of preference for loyal and new customers....

The aim of this communication is to study the effectiveness of complaint management according to the quality of the relationship between the firm and the customer. We compare interactional (relational) and distributive (monetary) compensation in terms of preference for loyal and new customers....