COMPLAINTS MANAGEMENT IN TERMS OF BUSINESS PRACTICE IN SLOVAKIA Research Results

被引：0

作者：

Urdzikova, Jana ^{[1
]}

Jakabova, Martina ^{[1
]}

机构：

[1] Slovak Univ Technol, Fac Mat Sci & Technol, Inst Ind Engn Management & Qual, Paulinska 16, Trnava 91724, Slovakia

来源：

KMIS 2011: PROCEEDINGS OF THE INTERNATIONAL CONFERENCE ON KNOWLEDGE MANAGEMENT AND INFORMATION SHARING | 2011年

关键词：

Complaint/claim; Complaints management; Business practice; Research results;

D O I：

暂无

中图分类号：

TP18 [人工智能理论];

学科分类号：

081104 ; 0812 ; 0835 ; 1405 ;

摘要：

The paper deals with complaint management and its meaning in quality management. On one hand we can create a group of entrepreneurial subjects carrying out only the most necessary activities resulting from the current legislation of the Slovak Republic which are directly related to the complaint. On the other hand we can create a group of entrepreneurial subjects which management complaint use as an instrument of customer orientation, and even when negative experience of customers is evident they try to seek the satisfaction or even loyalty. This fact was the basis for carrying out research and mapping of complaint management and the closely related areas in terms of business activities in Slovakia. The paper presents the results and conclusions of investigations carried out.

引用

页码：302 / 305

页数：4