COMPLAINTS MANAGEMENT IN TERMS OF BUSINESS PRACTICE IN SLOVAKIA - Research Results

Jana Urdziková, Martina Jakábová

Abstract

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.

References

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  2. Šalgovicová, J., Prajová, V., 2008. Quality management in direct services in Slovakia. In Research papers Faculty of Materials Science and Technology Slovak University of Technology in Trnava. No. 24 (2008), p. 199-204, ISSN 1336-1589.
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Paper Citation


in Harvard Style

Urdziková J. and Jakábová M. (2011). COMPLAINTS MANAGEMENT IN TERMS OF BUSINESS PRACTICE IN SLOVAKIA - Research Results . In Proceedings of the International Conference on Knowledge Management and Information Sharing - Volume 1: KMIS, (IC3K 2011) ISBN 978-989-8425-81-2, pages 302-305. DOI: 10.5220/0003628503020305


in Bibtex Style

@conference{kmis11,
author={Jana Urdziková and Martina Jakábová},
title={COMPLAINTS MANAGEMENT IN TERMS OF BUSINESS PRACTICE IN SLOVAKIA - Research Results},
booktitle={Proceedings of the International Conference on Knowledge Management and Information Sharing - Volume 1: KMIS, (IC3K 2011)},
year={2011},
pages={302-305},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0003628503020305},
isbn={978-989-8425-81-2},
}


in EndNote Style

TY - CONF
JO - Proceedings of the International Conference on Knowledge Management and Information Sharing - Volume 1: KMIS, (IC3K 2011)
TI - COMPLAINTS MANAGEMENT IN TERMS OF BUSINESS PRACTICE IN SLOVAKIA - Research Results
SN - 978-989-8425-81-2
AU - Urdziková J.
AU - Jakábová M.
PY - 2011
SP - 302
EP - 305
DO - 10.5220/0003628503020305