Naslov
Unrealistic Expectation Phenomenon

Autori
Drljača, Miroslav

Vrsta, podvrsta i kategorija rada
Poglavlja u knjigama, znanstveni

Knjiga
Toyotarity. Elements of the Organization's Mission

Urednik/ci
Borkowski, Stanislaw ; Klimecka-Tatar, Dorota

Izdavač
Yurii V. Makovetsky

Grad
Dnipro

Godina
2011

Raspon stranica
158-171

ISBN
978-966-1507-70-7

Ključne riječi
complaints, quality, consumer satisfaction, unrealistic expectation phenomenon.

Sažetak
Abstract: The quality is business philosophy, pragmatic approach and life style. In the same time the organization can not fulfil all requiremenst of quality. In that case, one of typical kind of reaction is complaint. Complaints are valuable information in modern business, either when regarded as a determined degree of materiality, or when regarded as an identified expression of consumer dissatisfaction with product quality. A well established, effective system of gathering, processing and analysing complaints enables an organisation to create information basis for decision making based on facts. This information basis allows one to efficiently establish and apply the measures for continuous improvement of product quality. Therefore, complaints are a kind of materializing a principle of the quality management system. In order to achieve system efficiency, it is necessary to continually use the same methodology of gathering and processing complaints. This enables both the parallel and the temporal comparison of gathered information. Thus, it is possible to accurately define trends of consumer satisfaction level. Moreover, it is particularly important to explore the cause of complaints arising. The research, conducted from 2004 to 2009 in one Croatian big organization named “Croatia Ltd.”, indicates that there is a correlation between certain parameters, such as the number of complaints, the number of passengers and the investment rates. Higher investments in product quality do not consequently mean fewer complaints due to the „unrealistic expectation“phenomenon. Due to the fact that only a negligible percentage of dissatisfied consumers are willing to express their dissatisfaction and file complaints to organisations, complaints management should be combined with other forms of consumer satisfaction measurements. One of the useful tools for measuring consumer satisfaction level is the compliment monitoring system, which should also be applied continually by using a unique methodology for the purpose of further information comparison. This will provide the background for further decision making. Complaints and “unrealistic expectation phenomenon” are the characteristic of all organizationst, even the innovative and world wide known.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA