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Istota i konsekwencje konfliktu w relacjach między przedsiębiorstwem a klientem

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Berger M., Mitręga M.
Studia Ekonomiczne
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2014
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vol. 182
45-54
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.
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Sposoby radzenia sobie e-konsumentów z ryzykiem nieudanego zakupu

100%
Maciejewski G.
Studia Ekonomiczne
|
2014
|
vol. 187
229-239
EN
In a common opinion, online shopping is considered more risky than traditional shopping in regular shops. The results of research presented in this article constitute an attempt to look at the issue from a wider perspective. In the article, the following questions have been answered: What apprehensions and doubts accompany e-consumers while making online shopping? Which are the most important for them? What are consumers doing to reduce the risk of a failed purchase? And also how much are e-consumers aware of their rights.
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