Istota i konsekwencje konfliktu w relacjach między przedsiębiorstwem a klientem

• Autorzy: Malwina Berger , Maciej Mitręga

Warianty tytułu

The Essence and Consequences of Conflict in the Relationship between a Firm and Its Customers

• Języki publikacji: PL

Abstrakty

Współczesne badania w naukach o zarządzania coraz częściej kwestionują pewne założenia marketingu relacji, co skłania do eksploracji dysfunkcji pojawiających się w procesie budowania relacji pomiędzy sprzedawcą i nabywcą. Artykuł porusza kwestie konfliktu pomiędzy przedsiębiorstwem a klientem, którzy niewątpliwie stanowi duże zagrożenia dla przedsiębiorstwa, ale jeśli jest zarządzany w sposób efektywny, może także prowadzić do konstruktywnych rezultatów. (abstrakt oryginalny)

EN

The aim of the article is to present the issue of conflict between a firm and its customers. It also discusses the threats and opportunities for the company. Conflict is undoubtedly an inevitable part of relationship and it is usually manifested by making complaints. Negative consequences of the conflict are inter alia: a relationship breakdown and customer's revenge. However, when conflict is managed effectively, it can also be a source of opportunities, such as: deepening of relationship, positive recommendation, and increase of loyalty. (original abstract)

Słowa kluczowe

PL

Relacje przedsiębiorstwo-konsument; Relacje z klientami; Marketing relacji; Reklamacje klienckie; Zarządzanie konfliktami; Rozwiązywanie konfliktów

EN

Enterprise-customer relationship; Relationships with customers; Relationship marketing; Client complaints; Conflict management; Solving conflicts

• Czasopismo: Studia Ekonomiczne / Uniwersytet Ekonomiczny w Katowicach
• Rocznik: 2014
• Numer: nr 182 Zarządzanie relacjami w biznesie. Współczesne wyzwania
• Strony: 45--54

Twórcy

autor

Malwina Berger

• Uniwersytet Ekonomiczny w Katowicach

autor

Maciej Mitręga

• Uniwersytet Ekonomiczny w Katowicach

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