Resolving complaints in online shopping /
Companies have much to gain by handling complaints rather than trying to avoid them. Effective resolving complaints can improve customer retention, promote a positive company image and boost profitability. In some situations, a satisfied complainant may end up being more loyal than a customer who ha...
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| Format: | Book Chapter |
| Jezik: | English |
| Teme: | |
| Online dostop: | http://emit.kcbor.net/Emit%20clanci%20za%20sajt/EMIT%20Vol2%20No3/Resolving%20complaints%20in%20online%20shopping.pdf |
| Sorodne knjige/članki: | Vsebovano v:
Economics management information technology |
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| 005 | 20131213000000.0 | ||
| 008 | 131213s2013 rb |||||||||||||| ||eng c | ||
| 040 | |a EPF |b slv |c SI-MaIIZ |d EPF |e ppiak | ||
| 041 | 0 | |a eng |b eng | |
| 080 | |a 004.738.5 | ||
| 100 | 1 | |a Završnik, Bruno. |4 aut | |
| 245 | 0 | 0 | |a Resolving complaints in online shopping / |c Bruno Završnik. |
| 300 | |a str. 106-109. | ||
| 504 | |a Bibliografija: str. 109. | ||
| 504 | |a Abstract. | ||
| 520 | |a Companies have much to gain by handling complaints rather than trying to avoid them. Effective resolving complaints can improve customer retention, promote a positive company image and boost profitability. In some situations, a satisfied complainant may end up being more loyal than a customer who had no problem at all. The resolving of complaints is one of the most important elements of the quality of services within a company. The paper aims to examine the complaints in online shopping. | ||
| 653 | 0 | |a reklamacije |a komunikacije |a spletna prodaja |a spletna trgovina |a potrošnik |a zadovoljstvo | |
| 773 | 0 | |t Economics management information technology |d Bor : Građanska čitaonica Evropa, 2012- |x Y506-8053 |g Vol. 2, no. 3 (2013), str. 106-109 | |
| 856 | 4 | 1 | |u http://emit.kcbor.net/Emit%20clanci%20za%20sajt/EMIT%20Vol2%20No3/Resolving%20complaints%20in%20online%20shopping.pdf |