Efektyvaus skundų valdymo organizacijoje aspektai

Abstract

Dissatisfaction, complaints and their influence on the organization’s activities became one of the research objects in the 1960s. A theoretic who analyzed the nature of the complaint, concluded that a successful complaint management is one of the most important factors which determines organization success and competitive ability. One of the main reason of customer dissatisfaction and complaints is a mismatch of the expectation and the value of products. Dissatisfaction as a complaint is a signal for a company about changes in the market and need to take some actions. Complaint management is a part of organization management, but the criteria which determine the successful complaint management are widely used in Lithuania’s organizations. Complaint management consists of: customer identification, employee’s behavior, organization complaint management policy, quick response and compensation policy. The purpose of the article is to research the causes of the complaints and the models of customer complaints behaviors and analyze organization’s complaint management processes.