IDEAS home Printed from https://ideas.repec.org/a/vrs/vaecst/v10y2019i1p29-38n3.html
   My bibliography  Save this article

Obtaining Value and Performance by Managing Effectively the Customers’ Complaints

Author

Listed:
  • Duica Mircea Constantin
  • Florea Nicoleta Valentina
  • Dobrescu Tiberiu Alexandru

    (Valahia University of Targoviste, Romania)

Abstract

Customers’ complaints represent an opportunity for any organization who wants to improve relationship with customers, to find out the problems existing into organization and the way to solve them, to improve the amount of knowledge and the desire, beliefs, and needs of customers. All those are made in order to increase value for organization and also for the customers. Having objective information, updated, clear and sincere, the organization may improve the quality of their products and services it offers. Thus, any complaints may be regarded as a gift not as a negative feedback from the customers, or as a two-way feedback based on trust and collaboration. A gift which will bring performance on long term based on win-win situations.

Suggested Citation

  • Duica Mircea Constantin & Florea Nicoleta Valentina & Dobrescu Tiberiu Alexandru, 2019. "Obtaining Value and Performance by Managing Effectively the Customers’ Complaints," Valahian Journal of Economic Studies, Sciendo, vol. 10(1), pages 29-38, July.
    • Handle: RePEc:vrs:vaecst:v:10:y:2019:i:1:p:29-38:n:3
    DOI: 10.2478/vjes-2019-0003
    as

    Download full text from publisher

    File URL: https://doi.org/10.2478/vjes-2019-0003
    Download Restriction: no
    File URL: https://libkey.io/10.2478/vjes-2019-0003?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Nicoleta Valentina FLOREA & Anisoara DUICA, 2018. "Improving Relationship With Customers By Reducing Complaints - Using Modelling And Pareto Diagram," Contemporary Economy Journal, Constantin Brancoveanu University, vol. 3(1), pages 79-87.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.

      More about this item

      Keywords

      relationship; two-way feedback; customers’ complaints; value; performance;
      All these keywords.

      JEL classification:

      • L25 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Firm Performance

      Statistics

      Access and download statistics

      Corrections

      All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:vrs:vaecst:v:10:y:2019:i:1:p:29-38:n:3. See general information about how to correct material in RePEc.

      If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

      If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

      If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

      For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Peter Golla (email available below). General contact details of provider: https://www.sciendo.com .

      Please note that corrections may take a couple of weeks to filter through the various RePEc services.

      IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.