Istota i konsekwencje konfliktu w relacjach między przedsiębiorstwem a klientem

• Authors: Malwina Berger , Maciej Mitręga

Title variants

EN

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

• Languages of publication: PL

Abstracts

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.

Keywords

PL

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

EN

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

• Publisher: Uniwersytet Ekonomiczny w Katowicach
• Journal: Studia Ekonomiczne
• Year: 2014
• Volume: 182
• Pages: 45-54

Contributors

author

Malwina Berger

author

Maciej Mitręga

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Identifiers

ISSN

2083-8611