Naslov
ASSOCIATIONS FOR CONSUMER RIGHTS AS MEDIATORS IN RESOLVING CONFLICT COMMUNICATION SITUATIONS BETWEEN WASTE DISPOSAL COMPANIES AND USERS

Autori
Miletić, Josip ; Bosna, Jurica

Izvornik
Poslovna izvrsnost (1846-3355) 10 (2016), 1; 203-220

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, pregledni rad, znanstveni

Ključne riječi
waste disposal ; consumer rights ; consumer satisfaction ; waste disposal companies ; consumer protection associations ; social responsibility

Sažetak
This paper deals with the most common conflict communication situations between waste management companies and the users of their services, while consumer protection associations have a mediating role in the peaceful resolution of the situation. The authors conducted a survey which included waste disposal companies and consumer protection associations. The aim of this paper is to find out if customer satisfaction with waste disposal has an effect on the efficiency of waste disposal. There are numerous conflict situations between companies and users of their services. The prerequisite for successful implementation of future waste management projects are satisfied customers while consumer associations play a significant role in the process. Research shows that waste management companies are aware of the importance of mediating roles which consumer protection associations have in resolving conflicts in terms of restoring consumer satisfaction. However, they still do not realize enough the importance of these associations in building their image as socially responsible companies. Research results show that there is considerable room for increasing mutual partnership between waste management companies and consumer protection associations.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA