@phdthesis{grall:tel-01114801, TITLE = {{Le r{\^o}le de la technologie dans la construction des repr{\'e}sentations et des pratiques de la relation client : le cas des progiciels CRM}}, AUTHOR = {Grall, B{\'e}n{\'e}dicte}, URL = {https://hec.hal.science/tel-01114801}, SCHOOL = {{HEC PARIS}}, YEAR = {2014}, MONTH = Nov, KEYWORDS = {CRM software packages ; technology ; management tools ; practices ; institutional logics ; modes of control ; NIT (Neo Institutionalism Theory) ; progiciels CRM (Customer Relationship Management) ; technologie ; outils de gestion ; repr{\'e}sentations ; pratiques ; logiques institutionnelles ; modes de contr{\^o}le ; ANT (Actor Network Theory) ; th{\'e}ories n{\'e}o-institutionnalistes}, TYPE = {Theses}, PDF = {https://hec.hal.science/tel-01114801/file/THESE-Version%20finale-%20B.Grall.pdf}, HAL_ID = {tel-01114801}, HAL_VERSION = {v1}, }