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undergraduate thesis
Rješavanje pritužbi kupaca
Završni rad
2020. urn:nbn:hr:145:839950
Uljarević, Alen
Josip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
Chair of Interdisciplinary Courses

Cite this document

Uljarević, A. (2020). Rješavanje pritužbi kupaca : Završni rad (Undergraduate thesis). Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek. Retrieved from https://urn.nsk.hr/urn:nbn:hr:145:839950

Uljarević, Alen. "Rješavanje pritužbi kupaca : Završni rad." Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2020. https://urn.nsk.hr/urn:nbn:hr:145:839950

Uljarević, Alen. "Rješavanje pritužbi kupaca : Završni rad." Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2020. https://urn.nsk.hr/urn:nbn:hr:145:839950

Uljarević, A. (2020). 'Rješavanje pritužbi kupaca : Završni rad', Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, accessed 27 December 2024, https://urn.nsk.hr/urn:nbn:hr:145:839950

Uljarević A. Rješavanje pritužbi kupaca : Završni rad [Undergraduate thesis]. Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek; 2020 [cited 2024 December 27] Available at: https://urn.nsk.hr/urn:nbn:hr:145:839950

A. Uljarević, "Rješavanje pritužbi kupaca : Završni rad", Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, Osijek, 2020. Available at: https://urn.nsk.hr/urn:nbn:hr:145:839950

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Metadata
TitleRješavanje pritužbi kupaca : Završni rad
Title (english)RESOLVING CUSTOMER COMPLAINTS : Final paper
AuthorAlen Uljarević
MentorLjerka Sedlan König (mentor)
GranterJosip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
(Chair of Interdisciplinary Courses)
Osijek
Defense date and country2020-09-22, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Organization and Management
Abstract
Ovaj rad opisuje tematiku pristiglih pritužbi od strane kupca. Cilj i svrha ovog rada je pružiti osnovno znanje čitatelju o važnosti reakcije poduzeća na pristigle pritužbe te njihovo rješavanje, važnost upravljanja odnosima s kupcem te kroz analizu ponašanja kupaca predvidjeti njihove reakcije. Kako bi se čitatelju olakšalo razumijevanje tematike, teoretski dio povezan je sa praktičnim primjerom. Analizom danog primjera zaključuje se da su kupci svjesni svojih prava te su ih spremni koristiti. Nadalje utvrđeno je da Zakon o zaštiti potrošača funkcionira u praksi. Zakon o zaštiti potrošača je dobar ali će se on izvjesno tijekom vremena nadopunjavati u korist potrošača. To će smanjiti pritužbe i prisiliti poduzeća na još veću fleksibilnost u odnosima s kupcem. Pritužbe čine svakodnevicu poslovanja poduzeća te ih je važno pravovremeno i adekvatno riješiti. Na pritužbe ne treba gledati negativno jer su one bitne smjernice za poboljšanje kvalitete proizvoda ili usluge, one su ogledalo uspješnog poslovanja.
Abstract (english)
This paper describes the topic of received complaints from the customer. The aim and purpose of this paper is to provide basic knowledge to the reader about the importance of the company's reaction to complaints and their resolution, the importance of customer relationship management and through the analysis of customer behavior to predict their reactions. In order to make it easier for the reader to understand the topic, the theoretical part is connected with a practical example. The analysis of the given example concludes that customers are aware of their rights and are ready to use them. It was further established that the Consumer Protection Act functions in practice. The law on consumer protection is good, but it will certainly be supplemented over time in favor of consumers. This will reduce complaints and force businesses to be even more flexible in customer relationships. Complaints are part of the company's daily business and it is important to resolve them in a timely and adequate manner. Complaints should not be viewed negatively because they are essential guidelines for improving the quality of a product or service, they are a mirror of a successful business.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:145:839950
Study programmeTitle: Entrepreneurship
Study programme type: university
Study level: undergraduate
Academic / professional title: sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2020-12-07 13:42:34