Obtaining Value and Performance by Managing Effectively the Customers’ Complaints

Duica Mircea Constantin (), Florea Nicoleta Valentina and Dobrescu Tiberiu Alexandru
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Dobrescu Tiberiu Alexandru: Valahia University of Targoviste, Romania

Valahian Journal of Economic Studies, 2019, vol. 10, issue 1, 29-38

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.

Keywords: relationship; two-way feedback; customers’ complaints; value; performance (search for similar items in EconPapers)
JEL-codes: L25 (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:vaecst:v:10:y:2019:i:1:p:29-38:n:3

DOI: 10.2478/vjes-2019-0003

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