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Observing Insurance Companies’ Customer Complaint Management in the Online Environment

Author

Listed:
  • Petriºoaia Carmen

    (Academia de Studii Economice Bucureoti, Departamentul de Marketing)

  • Pop Nicolae Al.

    (Academia de Studii Economice Bucureoti, Departamentul de Marketing)

Abstract

The strategic importance of an efficient customer complaint management is recognized nowadays by the practitioners as well as by the academic literature. The hereto paper is focused on the online environment and on the instruments used to allow a direct communication through various channels of the complaints addressed by the customers to the insurance companies. The descriptive research of the online secondary sources revealed that most of the insurance companies are transparent concerning customers’ complaints and have implemented at least one instrument for their collection. However, most of the times, the instruments found on the companies’ sites, have the same features for all the customers and are rarely adapted to business customers.

Suggested Citation

  • Petriºoaia Carmen & Pop Nicolae Al., 2012. "Observing Insurance Companies’ Customer Complaint Management in the Online Environment," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(2), pages 900-903, Decembre.
    • Handle: RePEc:ovi:oviste:v:xii:y:2012:i:2:p:900-903
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    More about this item

    Keywords

    relationship marketing; customer complaint management; business customers; Internet.;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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