loading
Papers Papers/2022 Papers Papers/2022

Research.Publish.Connect.

Paper

Paper Unlock

Authors: Jana Urdziková and Martina Jakábová

Affiliation: Faculty of Materials Science and Technology and Slovak University of Technology, Slovak Republic

Keyword(s): Complaint/claim, Complaints management, Business practice, Research results.

Related Ontology Subjects/Areas/Topics: Artificial Intelligence ; Business Process Management ; e-Business ; Enterprise Engineering ; Enterprise Information Systems ; Knowledge Management and Information Sharing ; Knowledge-Based Systems ; Symbolic Systems

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.

CC BY-NC-ND 4.0

Sign In Guest: Register as new SciTePress user now for free.

Sign In SciTePress user: please login.

PDF ImageMy Papers

You are not signed in, therefore limits apply to your IP address 18.220.59.69

In the current month:
Recent papers: 100 available of 100 total
2+ years older papers: 200 available of 200 total

Paper citation in several formats:
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 (IC3K 2011) - KMIS; ISBN 978-989-8425-81-2; ISSN 2184-3228, SciTePress, pages 302-305. DOI: 10.5220/0003628503020305

@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 (IC3K 2011) - KMIS},
year={2011},
pages={302-305},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0003628503020305},
isbn={978-989-8425-81-2},
issn={2184-3228},
}

TY - CONF

JO - Proceedings of the International Conference on Knowledge Management and Information Sharing (IC3K 2011) - KMIS
TI - COMPLAINTS MANAGEMENT IN TERMS OF BUSINESS PRACTICE IN SLOVAKIA - Research Results
SN - 978-989-8425-81-2
IS - 2184-3228
AU - Urdziková, J.
AU - Jakábová, M.
PY - 2011
SP - 302
EP - 305
DO - 10.5220/0003628503020305
PB - SciTePress

- Science and Technology Publications, Lda.
RESOURCES

Proceedings

Papers

Authors

Ontology

CONTACTS

Science and Technology Publications, Lda
Avenida de S. Francisco Xavier, Lote 7 Cv. C,
2900-616 Setúbal, Portugal.

Phone: +351 265 520 185 (National fixed network call)
Fax: +351 265 520 186
Email: info@scitepress.org

EXTERNAL LINKS

PRIMORIS

INSTICC

SCITEVENTS

CROSSREF

PROCEEDINGS SUBMITTED FOR INDEXATION BY:

dblp

Ei Compendex

SCOPUS

Semantic Scholar

Google Scholar

Microsoft Academic