Customer Complaints

MERS CLASS ACTION COMPLAINT FOR FRAUD FOR THE COUNTY RECORDERS

The non profit Organization known as Americans Against Foreclosures ( AAF ) has decided that enough is enough when it comes to the Mortgage Electronic Registration Systems, Inc. (“MERS”) which operates national electronic registry system and has registered some 60 million mortgages in its registry. The Company provides free public access to servicer information for registered home mortgages and complementing public land recording systems that have their origins in centuries old real property laws. MERS serves customers in the United States. It was founded on 01/01/1999 and has its address at: 1818 Library  Street, Suite 300, Reston, VA 20190. With telephone number: 1-800-646-6377 and website :  www.mersinc.org.

Although complaining is well-recognized by psychologists and economists, its political potential is still far from obvious. Dissatisfaction with social services, non-democratic relationships between authorities and citizens, and the ignoring of significant social identities are communicated in everyday conversations. Even when complaining is perceived as 'grumbling', the informal nature of the communicated inconveniences may be more important than the formal participatory instruments through which collective claims are placed. Criticism and communication of grievances can lead to political activism only in particular circumstances. This article provides a conceptual frame of complaining enhancing into political claims. The proposed frame distinguishes between inactive complaining and complaining aimed at making a change, which may be reinforced or reduced. The essential role in this process of complaining is given to the objects of complaints/addresses, and agents such as media, politicians, institutions such as NGOs, social movements, whistleblowers, activists and leaders.

Purpose – The purpose of this study is to determine how a failure in the treatment received by consumers influences their intention to revisit a hotel, to recommend a hotel or to complain to a third party. The authors analyse
perceived interpersonal justice, the role played by past encounters and the influence of consumer gender in a hotel recovery process.
Design/methodology/approach – Using experimentation methodology applied to the hotel sector, the authors present four scenarios in a 2  2 (interpersonal justice/no interpersonal justice, prior experience/no prior experience) design with a sample of 352 consumers.
Findings – The results obtained highlight the importance of interpersonal justice in a situation of service failure and the influence that prior experience and gender exert in the context of the hospitality industry. The study provides empirical evidence that, in a service failure setting, behavioural intentions
(word of mouth, third-party complaints and intention to revisit) are
conditioned by three different
consumer characteristics, one affective (perceived interpersonal justice of the service provided), one cognitive (knowledge as a result of prior experience) and one socio-demographic (gender, important because of the differences between male and female consumer behaviour).
Originality/value – This study proposes using the social cognitive theory in a service recovery process within a hospitality industry context. This theory has been successfully exploited in different areas, but in marketing research (especially in studies about service failure and recovery), it has not been
applied. However, its use in marketing is particularly interesting because, through the consideration of three variables (perceived interpersonal justice, prior experience and consumer gender), the service provider could obtain knowledge from consumers interactions to help develop a better and more successful recovery system.

The comprehensive book from Dr. Tavsan and Dr. Erdem: Customer Experience Management: How to Design, Integrate, Measure and Lead breaks down exactly what Customer Experience is, and how to manage it.
In 2017, in collaboration with Dr. Erdem, Dr. Tavşan designed a ''Customer Experience Management'' curriculum as a Bologna-accredited graduate level course and became the pioneering academician lecturer on ''Customer Experience Management'' as a standalone course.

There is no universal pattern of consumer complaint behavior as individual consumers from different cultures have diverse needs and expectations when they complain. This study combines the cultural dimensions of Hofstede (1980, 2001) and Schwartz (2006) to form a new theoretical model for examining cross-cultural consumer complaint behavior. The model is applied empirically in comparing the complaint behavior of consumers from two different Asian cultures (Arab and Chinese) in the context of the Iranian hospitality industry. The results address the implicit assumption contained in previous cross-cultural studies that Asian consumers are homogeneous in their behavior, revealing significant difference in Arab and Chinese consumer complaint behavior. The findings provide new insights into cross-cultural consumer complaint behavior. Managerial implications for the hospitality industry are offered.

The framework and this toolkit were developed keeping in mind that most AFI member countries have established an authority responsible for receiving and resolving financial consumer complaints. It outlines critical directions to improve complaint handling practices across the AFI member countries.

This study investigates to what extent Turkish formal complaint letters followed ‘PROBLEM-SOLUTION Pattern’ (Hoey 1983) and how the writers expressed their wish in the SOLUTION Move where they were supposed to ask the authorities to correct a mistake.
The informants were 134 Turkish university students in the city of Bursa. The data was collected by means of a task. It is based on a hypothetical situation where a university student notices an innacuracy in one of her/his final grades. Consequently, s/he writes a complaint letter to appeal to the students’ registrar.
The results show that Turkish complaint letters follow Hoey’s pattern in general. However, there is no EVALUATION Move which follows Hoey’s description though some of the writers expressed evaluation via lexical particles like ‘despite’.
All writers used Turkish traditional FORMULA ‘Gereğinin yapılmasını arz ederim.’ [I present what is necessary to be done.] (Akar 2002) in its three varying forms. The impersonalised expression ‘gereğinin’ (what is necessary) gives the writer the freedom of not specifying what exactly s/he wants the authorities to do to solve the problem. Here the verb is ‘yapılmasını’ (do-POSS-NOM-POSS-ACC) which is also impersonalised.  Some writers used the formula alone (36 %). Some of them modified the formula by replacing the verb ‘yapılmasını’ (to be done) with ‘düzeltilmesini’ (the mistake to be corrected) the verb in it. Others merged the formula with a request (39 %) (I present this mistake to be rectified). Small group wrote a request with negative politeness which is followed by the formula (6 %). ‘Bu hatanın düzeltilmesini istiyorum. FORMULA.’ (I would like this mistake to be corrected. FORMULA)
The traditional way of formal letter writing in Turkish has been ‘stylised’ formula (Yeung 1997) which is to be followed strictly. It functions as a type of ‘social index’ indicating the relative positions of interactants in a given situation (ibid). This formula conveniently saves language users from making strategic linguistic choices. The politeness expressed in this kind of stylised formula is normative rather than strategic personal choice (Gu 1990).  The literature shows that Turkish traditions  shows similarities when compared to Chinese, Japanese and Korean formal letter writing traditions.

Müşteriyi her türlü kararın merkezine alan ve değer yaratıcı bir değişim sürecinin müşteri ihtiyaç ve istekleri ile başlayıp müşterinin memnuniyeti, şikâyeti ve önerileri ile sarmalın devam edebileceği bir sistemde, kuşkusuz şikâyetlerin işlenmesi kritik başarı faktörlerinden birini teşkil etmektedir. Bu bakış açısından hareketle, müşteri şikâyet yönetimi başlıklı bu bölüm ile müşteriler ve işletmelerin bakışından şikâyet davranışı ele alınarak şikâyetlerin çözümüne yönelik etkin yöntemler üzerinde durulmuştur. Barlow ve Moller’in “Her şikâyet bir armağandır” isimli kitabında ifade ettiği “şikâyetler büyük armağanlardır” metaforundan yola çıkan bu kitap bölümü ile tüketici davranışları alan yazınına katkıda bulunabilmenin yanı sıra işletmeler için şikâyet yönetimi konusunda okumaktan keyif alacakları bir yerli kaynak ortaya koyulması amaçlanmıştır.

MBA ( Marketing Management ), Post Graduate Diploma in Marketing Management, Diploma in Management , BSc ( Non Medical)

13 years of Working Experience With Automobile Dealerships , Educational Institutes & Office Automation Product Company.

Key Skills Groomed :

Trainer, Creative Thinker & Planner, Process & System Analytic, Monitoring, Networking , Marketing Management , Independent Business operator and Manager,
Customer Relation & Complaint Management, Team Leader , Marketing Strategy planner, Sales operational Standard & Process Coordinator, Administrative & computer skills ,Convincing, Direct Dealing, Sales & Hospitality, and learner.

Designation Achieved during Job :

Head of Customer Care Managers,
Customer Care Manager, Customer Relation Officer.
Assistant Sales Manager, Enquiry Administrator, Administrator,
Lobby Manager, Showroom Hostess, Office Coordinator, Customer Care and insurance In-charge, Insurance Executive, Customer Care Executive, Sales Executive ,Educational Blogger , Teacher , Learner.

Worked in Different cities :
Himachal Pradesh , Punjab , Chandigarh , Haryana , Uttar Pradesh

Immediate Boss
Reporting to CEO , Managing Director , GM ,
Sales Manager

Objective:

To obtain a challenging position in a reputed organization in order to enhance my intellectual development and also make a contribution towards overall growth of an organization.

The purpose of this paper was to assess the importance of logistics efficiency on customer satisfaction.
Key research findings in logistics efficiency and service quality, logistics performance, customer service, and satisfaction are noted, and the views of the field leaders are identified and assessed, and research outcomes are compared as a basis for how logistics efficiency and customer satisfaction are viewed today. The analysis of the different literature provided strong indications that confirmed the following: that there is a relationship between logistics efficiency, customer's perceived quality and the level of customer satisfaction and that there is a relationship between the customer satisfaction and the level of customer loyalty and profitability.

Chapter 13 examines how effective complaint handling and professional service recovery can be implemented. It starts with a review of consumer complaining behavior and the principles of effective service recovery. Service guarantees are discussed as a powerful way of institutionalizing effective service recovery and an effective marketing tool that signals high-quality service. The chapter also explains how to deal with jaycustomers who take advantage of service recovery policies and abuse the service in other ways.

People are the most important element in the success and failure of an organization. Employees of an organization will play a vital role in achieving the competitive edge through enhancing customer satisfaction through providing an effective service.
The main objective of this research is to conduct a research in order to assess the Frontline staff contribution towards customer satisfaction of ABC (Pvt.) Ltd of Sri Lanka.
The main purpose of the research is to facilitate a sound guidance to the management of ABC (Pvt.) Ltd in discovering the various measures that can be embraced to ensure a satisfaction of the workforce towards achievement of the organizational goals and objectives effectively in a systematic way. The education industry is a service industry that harvest a knowledgeable generation to the world in future and the selected company for the research is well known leading institute for ICT education in Sri Lanka.
A qualitative case study research methodology is planned to use to study and analyze the existing situation prevailing within the context of the company, using a voluntary and anonymous questionnaire providing for both customers and employees in order to identify the most crucial information in a most effective manner.
The literature review will reflect theoretical aspects of the research which will provide a clear assistance in justification of the research problem. This will formulate suggestions in approaching towards establishing a satisfied working environment within the company and how enhancement of the front office staff satisfaction will relate towards achieving the customer satisfaction, whilst driving towards enhanced productivity. Further, the proposal will direct to investigate the above problem statement which will ultimately help the company to identify their current destructives in maintaining their workforce and to provide a quality service to their customers.

The Online Customer Care System is developed to enhance customer satisfaction. The system will be great relief to the customers and companies. The Online Customer Care System is developing to enhance the satisfaction, which fully works as an online. This system will be great relief to company to make a good reputation for itself.

Customer complains is an expression of the buyer dissatisfaction on the purchased product which does not meet his or her expectations. According to the law, consumer, after the purchase of the defect product (which is not in line with the agreement), may make a complaint. Customer complaint is the customer way to inform the seller that the quality of the purchased product or service is wrong. Claiming defective product is the right of each consumer, but not all customers use their right to do so. Customers are increasingly aware of their right to make a complaint, but most of them do not use of their rights. There are various reasons for not making the complaint. This paper presents the results of research on consumer behaviour in the field of complaint. The study was conducted using the FRL instrument (Food Related Lifestyles). Based on the research made it can be said that most consumers do not make a complaint of food product, even if they think that the food products are not cheap and they should make a complaint on a particular food product, in the same way as for other products. Food products are specific due to the fact of relatively short shelf life. Data analysis was made based on age, gender and the responsibility for shopping.

Au, N., Buhalis, D., Law, R., 2014, Online Complaining Behavior for Mainland China Hotels: The Perception of Chinese and Non-Chinese Customers, International Journal of Hospitality and Tourism Administration, 15, pp.248-274.


Examining hotel customer feedback is vital for effective service recovery and improvement. The main objective of this study is to analyze online complaints about hotels in Mainland China and to examine the relationship between culture and other factors that affect the intention to complain online. Content analysis was performed for 822 complaints about hotels in major Chinese cities drawn from TripAdvisor and Ctrip. Complaints made by Chinese and non-Chinese customers were compared and 11 major complaint categories were identified. A two-way contingency table analysis demonstrated that traveler age, hotel price, and travel partner significantly influenced the online complaints made.

KEYWORDS complaints, e-complaints, online, hotel, mainland
China

The first unspoken law of service quality and productivity is: Do it right the first time. However, chances are that the customers may not be always satisfied with some of the services they receive. How well a firm handles complaints and resolves problems frequently determines whether it builds customer loyalty or it should just watch its customers take their business elsewhere. Design Complaint Handling and Service Recovery Strategies is the 11th book in the Winning in Service Markets series by services marketing expert Jochen Wirtz to cover the key aspects of services marketing and management based on sound academic evidence and knowledge.

In doing service to customers at all branches throughout Indonesia, PT. Astra International Daihatsu to use two-way services such as inbound and outbound. Inbound have a sense of where the company contacted customers to promote goods and services and also accepted if there are complaints from the customer for its vehicles. As for the outbound sense is customer conduct complaint or complaints to Customer Care regarding issues facing the vehicle, either via telephone or directly visit the service center at the nearest dealers The purpose of this paper is to provide ease of control and the handling of problems customer facing and as for the aims and objectives include: Fostering customer confidence on after sales service of PT Astra International Daihatsu. Facilitate handling of the problems faced by the customer to quickly and precisely. Providing solutions in terms of processing the data of the customer in order to get accurate data. The model used in the design of customer complaint...

Obecnie zainteresowanie klientem, badaniem jego zadowolenia, a także wykorzystywanie jego opinii do ustalania celów organizacji, wprowadzania działań doskonalących, jest działaniem powszechnym. W takim podejściu wspomagają organizację wdrożony system zarządzania jakością (SZJ) zgodny z wymaganiami norm ISO serii 9000, w którym kluczową rolę pełni klient i jego wymagania. Jedną z najprostszych metod oceny satysfakcji klientów jest analiza zgłaszanych reklamacji. Klienci składający reklamacje przekazują przedsiębiorstwu ważną informację dotyczącą problemów zaistniałych podczas użytkowania produktu oraz jakości obsługi. W ten sposób dają również szansę organizacji na podjęcie działań związanych z usatysfakcjonowaniem niezadowolonego klienta, a także udoskonalenie funkcjonowania organizacji. Klienci składający reklamacje mogą stać się najwierniejszymi klientami firmy, jeśli organizacja zdobędzie ich zaufanie. Informacje dotyczące uwag konsumentów wobec produktu powinny stanowić w przedsiębiorstwie element wejściowy w procesie doskonalenia produktu i organizacji. Dlatego proces reklamacji powinien być ważnym narzędziem w przedsiębiorstwie wykorzystywanym do zarządzania relacjami z klientami.
Celem przeprowadzonych badań była analiza procesu reklamacyjnego w organizacjach, które posiadały w przeszłości certyfikowany SZJ zgodny z wymaganiami normy ISO 9001 i zrezygnowały z jego certyfikacji. W trakcie badań starano się określić i sprawdzić czy problem reklamacji jest ważnym elementem tylko w organizacjach mających wdrożony i funkcjonujący oraz certyfikowany SZJ, czy też procesy te są stosowane w organizacjach, które z różnych względów nie zdecydowały się na ponowną jego certyfikację. W wyniku przeprowadzonych badań metodą wywiadów pogłębionych z osobami odpowiedzialnymi za funkcjonowanie systemów zarządzania można stwierdzić, że analiza reklamacji prowadzona jest bez względu na certyfikowany system zarządzania jakością. W badanych organizacjach istnieje i jest stosowana procedura reklamacyjna. W przedsiębiorstwach zbierane są dane i analizowane reklamacje z wykorzystaniem programów służących do zarządzania relacjami z klientami, m.in. CRM, a także do zarządzania reklamacjami. Wg ankietowanych, analiza reklamacji jest dobrym narzędziem, które wykorzystuje się do doskonalenia produktów, procesów i organizacji. Badane przedsiębiorstwa podejmują działania mające na celu zadowolenie klienta, zwłaszcza z kontaktów z organizacją. Ich zdaniem zadowolony klient pomaga w tworzeniu wizerunku firmy na rynku. Badane organizacje prawie jednogłośnie określiły, że niezadowolony klient może zepsuć opinie na rynku. W związku z tym podejmowane są różne działania mające na celu utrzymanie niezadowolonego klienta.
Z przeprowadzonych badań wynika, że pewne procesy i działania są potrzebne organizacji i powinny funkcjonować bez względu na to czy organizacja ma certyfikowany system zarządzania czy system ten nie podlega nadzorowi strony trzeciej. Badane organizacje potwierdziły, że klient jest ważny w organizacji i na rynku. Reklamacje są wykorzystywane przez analizowane organizacje, jako element badania satysfakcji klienta.
The interest of the customer, research of its satisfaction, usage of his opinion to determine the goals of the organization as well as the introduction of improvement activities has been a quite common activity nowadays. In that kind of approach, implemented quality management system (QMS) according to the requirements of the ISO 9000 series, support the organization, in which the key role is played by the customer and its needs. One of the simplest methods of assessing customer satisfaction is the analysis of complaints. Customers complaints communicate to the company important information that concerning problems encountered while using the product and with quality of services. In this way, it also give the organization the opportunity to undertake activities related to the fulfill the needs of unsatisfied customer as well as to improve functioning of the organization. Customers who file a complaints may become the most loyal clients of the company only if the organization can gain their trust. Information relating to consumer comments on the product should give the company an input element in the product and organization improvement process. Therefore, the complaint process should be an important tool used for customer relationship management in an enterprise.
The aim of this study was to analyze the complaint process in organizations that had certified QMS in the past, according to the requirements of ISO 9001 and gave up its certification. There has been identified and examined a problem whether complaint is an important element only in organizations with implemented, functioning and certified QMS, or whether these processes are applied in organizations that, for various reasons, have not decided on its re-certification. Following this study by in-depth interviews with persons responsible for the operation of management systems can be stated that the analysis of complaints is carried out regardless of the certified quality management system.
There has been applied a procedure for handling complaints in the surveyed organizations. The data is collected and complaints are analyzed using programs for customer relationship management, including CRM. According to respondents, the analysis of complaint is a very good tool that is used to improve products, processes and organizations. Surveyed companies take the actions to increase customer satisfaction, especially the by contacts with the organization. In their opinion a satisfied customer helps in creating the image of the company on the market. Tested organizations almost unanimously identified that an unhappy customer can spoil opinions on the market. Therefore, different measures are aimed at maintaining a disgruntled customer.

Bu araştırmada, üniversitedeki şikayet yönetimi mekanizmasının incelenmesi ve öğrenci bakış açısıyla değerlendirilmesi amaçlanmaktadır. Araştırmanın örneklemi, ‘öneri/şikayet formu’ ile üniversiteye şikayette bulunmuş 61 öğrenciden oluşmaktadır. Bu çalışmada, veriler Ekiz vd. (2008), Kılıç ve Ok (2012), Sarıdaldı ve Sevim (2009)’ in çalışmalarındaki önermeler ve hazırladıkları örnek sorulardan yararlanılarak şikayet yönetim mekanizmasını ve bu mekanizmaya yönelik öğrencilerin tutumlarını öğrenmeye yönelik olarak hazırlanan 34 maddelik şikayet değerlendirme formu ve katılımcıların demografik özelliklerini belirlemeye yönelik olarak araştırmacılar tarafından hazırlanan 7 maddelik kişisel bilgi formu ile toplanmıştır.
Elde edilen bulguların analizi sonucunda üniversitedeki mevcut şikayet yönetimi mekanizmasındaki eksiklikler, değiştirilmesi ve geliştirilmesi gereken hususlar belirlenmiştir.

Retailers competition has recently become more intense than any other time, especially ,retailers want to gain much more market share now and seek ways to help attracting and satisfying customers more. Customer experience management is one of the most important ways in today's competitive world to maintain the profitability of an organization. Development of customer experience and creating a positive experience have significant impact on the organization's revenue and growth. Aesthetic leadership As a promising approach with its sensory and fundamental delicate aspects will have an important role for an optimal customer experience. This research aims to study the effects of aesthetic leadership on customer experience management in Karaj chain stores. For attaining this purpose a thorough examination of the literature takes place and using two aesthetic leadership and customer experience management questionnaires among 178 stores managers, effects of seven independent variables of aesthetic leadership will be studied including identifying beauty and efficiency, discovering everyday experience, special attention to instrumental and ethical issues, developing artistic sensitivity in rational process, the given appeal of followers, validating the relationship between leaders and followers, clarifying the relationship between leaders and followers on customer experience management.

This study investigates students’ perception
towards the quality of service delivered by the Perpustakaan
Tun Abdul Razak (PTAR) I & II, of Universiti Teknologi
MARA (UiTM), Malaysia. It particularly examines students’
perception towards service quality using the five
SERVQUAL dimensions. Instrument adopted is a 23-item
test to measure students’ perception on the five different
dimensions and questionnaire items were analyzed using the
Rasch Measurement Model. A number 120 final year
students from four different programs participated in this
survey. Results of the analysis shows that the likelihood of
the user is satisfied with the service rendered stands at some
84.16% chance where the overall level of satisfaction is μperson = +1.67logit [P() = 0.8416]. In addition, Rasch analysis points that items need to be reviewed and instrument construct validity call for further refinement.

An exploratory study was conducted to obtain a better understanding of customer complaint behaviour (CCB) in Saudi Arabian electrical goods retailing. Recognising the purchasing presence of a large, non-Saudi resident population linked to guest workers, the study also sought to explore differences and similarities in CCB between Saudis and one non-Saudi group, in this case resident Filipinos. Drawing from the CCB literature, two questions were considered: When dissatisfied with a product, how do the customers proceed to complain? Do differences in complaining behaviour exist between Saudi and Filipino customers residing in Saudi Arabia? Using a single
product category (electrical goods encompassing products ranging from electronics to white goods) and restricting responses to customers encountering a dissatisfying
experience in this category, a mixed methods approach of focus groups, interviews with complaining customers and store managers, and observation of complainants, were used to gather data. The findings from the three methods were triangulated to bring out common themes as well as differences between the two groups. The mix of these research methods was able to distinguish subtleties within common themes.
Accounts of experiences as well as observations of behaviour at complaint counters provided rich insights. While the expectations of customers deciding to complain appeared outwardly similar, Saudis often had stronger demands, both in terms of how they expected to be heard and in terms of remedies expected. Different styles of complaining can also be distinguished between the two groups, as well how they chose to complain. The research approach itself also provides insights into the suitability of particular research methods in different cultures while the exploratory findings justify further research into CCB in Saudi Arabia using methods and sample sizes that permit generalisation.

Quality function deployment (QFD) is an organized customer-driven approach for new or improved product/service design and development to maximize customer satisfaction. The textile industry is developing at a rapid rate. Due to the influence of the common situation of textile industry, time and resources, combined with the uncertainty of the developed outcome, the unit find it hard to make decision on the procedure to develop their new products or modify old ones, even though they have eager and strong desire. The Carding machine model LC 300 is revised using the QFD approach. The Voice of the Customer, using this machine is achieved and by using QFD tool, “House of Quality” the customer desires are prioritized. This prioritized data is used in making the suitable design to compete in the market and ensures the best group of the improvement measures and contribution under the restriction of the cost.

Streszczenie Obecnie organizacje zwracaj coraz wiksz uwag na swoich klientów, identyfikuj ich i analizuj poziom zadowolenia z otrzymywanych wyrobów i usług. Prowadz polityk lojalno-ciow w celu pozyskania i utrzymania klientów, a take badaj ich satysfakcj i analizuj poja-wiajce si reklamacje. Reklamacje s sposobem komunikacji klienta z przedsibiorstwem w celu powiadomienia go o niewłaciwym poziomie jakociowym wyrobów lub usług. Konsument w trakcie uytkowania produktu dokonuje konsumenckiej oceny jakoci, a w przypadku nieza-dowolenia z produktu moe go reklamowa, co ma take zagwarantowane prawnie. W artykule przedstawiono wyniki bada ankietowych dotyczcych reklamacji produktów, w tym usług, przez klientów. Z bada wynika, e usługi s reklamowane rzadziej ni wyroby, co prawdopodobnie zwizane jest z tym, e usługa jest produktem złoonym, nie zawsze prawidłowo opisanym. Wprowadzenie W obecnych czasach konsument stawia coraz wiksze wymagania wobec nabywanych dóbr i usług. Zadowolenie klienta z zakupionych dóbr i usług sta-nowi wany element budowania lojalnoci wobec przedsibiorstwa. Lojalno prowadzi do wzrostu liczby sprzedanych wyrobów i usług, a take do przywi-zania do danej marki. W zwizku z tym producent czy usługodawca powinien obserwowa i ana-lizowa symptomy niezadowolenia klientów z zakupionych dóbr i usług, gdy stanowi to cenn informacj o poziomie satysfakcji klientów. Klient swoje nie-zadowolenie moe wyrazi poprzez złoenie reklamacji. Celem pracy jest ukazanie roli reklamacji w ocenie konsumenckiej oraz znaczenia analizy zgłaszanych reklamacji jako wanego narzdzia słucego