Observing Insurance Companies’ Customer Complaint Management in the Online Environment

Petriºoaia Carmen () and Nicolae Pop
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Petriºoaia Carmen: Academia de Studii Economice Bucureoti, Departamentul de Marketing

Ovidius University Annals, Economic Sciences Series, 2012, vol. XII, issue 2, 900-903

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.

Keywords: relationship marketing; customer complaint management; business customers; Internet. (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Date: 2012
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Persistent link: https://EconPapers.repec.org/RePEc:ovi:oviste:v:xii:y:2012:i:2:p:900-903

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