Ways to Reduce Consumer Complaints – the EU Perspective Organizations are currently concerned with meeting consumers’ demands and needs by
creating products that meet their expectations. Addressing wider issues of consumers’
protection and relying on a detailed research of the latest data from the European Union,
our paper analyses and synthesizes ways to reduce consumers’ complaints on products and
services purchased, based on a series of causal links and interrelated activities. It is a dual
approach in order to link quantitative and qualitative arguments as well as the analysis of
correlations between efforts and the recorded effects in the domain of the consumer’
protection. Based on data provided by the Flash Eurobarometer 332 there were determined
the existing influences in consumers’ protection, calculating correlations among a number
of indicators registered in the European Union in the field of consumer protection. Based
on the relations established between the indicators that describe the domain of the
protection of consumer, a model that centres on complaining in case of problems,
indicating the main ways to reduce these complaints was developed and built.
Ways to Reduce Consumer Complaints – the EU Perspective.

Amfitreatru Economic

Volum 16 | Număr 35 | Publicat la 01/02/2014 | Pagini:  336 - 350 | ISSN  1582-9146 | eISSN  -

Autori:
Catalina Soriana Sitnikov [1] | Claudiu George Bocean [1]
[1] University of Craiova, Craiova, Romania
Rezumat
Organizations are currently concerned with meeting consumers’ demands and needs by
creating products that meet their expectations. Addressing wider issues of consumers’
protection and relying on a detailed research of the latest data from the European Union,
our paper analyses and synthesizes ways to reduce consumers’ complaints on products and
services purchased, based on a series of causal links and interrelated activities. It is a dual
approach in order to link quantitative and qualitative arguments as well as the analysis of
correlations between efforts and the recorded effects in the domain of the consumer’
protection. Based on data provided by the Flash Eurobarometer 332 there were determined
the existing influences in consumers’ protection, calculating correlations among a number
of indicators registered in the European Union in the field of consumer protection. Based
on the relations established between the indicators that describe the domain of the
protection of consumer, a model that centres on complaining in case of problems,
indicating the main ways to reduce these complaints was developed and built.
Cuvinte cheie:
Consumers’ protection, consumers’ rights, consumer’s complaints, consumers’ awareness



Evaluarea articolului: