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Authors: Jana Urdziková and Martina Jakábová

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

ISBN: 978-989-8425-81-2

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.

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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 - Volume 1: KMIS, (IC3K 2011) ISBN 978-989-8425-81-2, 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 - Volume 1: KMIS, (IC3K 2011)},
year={2011},
pages={302-305},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0003628503020305},
isbn={978-989-8425-81-2},
}

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

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