IDEAS home Printed from
   My bibliography  Save this article

Customer complaining behaviour – its effects on companies’ evolution


  • Gabriela Stefura


Now days the role of the consumer in the economy is taken very seriously and, in some cases, we can easily talk about the consumer’s “supremacy”. All the efforts of the companies are concentrated on the consumers and finding the best way to attract them, but gaining their trust and building a longterm relationship is even more difficult now due to a very intense competition on all the markets. Client service can always help a company to differentiate itself from the others, this including the management of customer complaints. The subject is still very sensible because many consumers are not aware of the complaining system or are shy in displaying this kind of behaviour, so companies can develop strategies to educate and council clients regarding the complaining process, managing in this way to gain trust and also to increase profitability.

Suggested Citation

  • Gabriela Stefura, 2010. "Customer complaining behaviour – its effects on companies’ evolution," Studies and Scientific Researches. Economics Edition, "Vasile Alecsandri" University of Bacau, Faculty of Economic Sciences, issue 15.
  • Handle: RePEc:bac:fsecub:10-15-78

    Download full text from publisher

    File URL:
    Download Restriction: no

    More about this item


    Behaviour; complaints; consumer; satisfaction; politeness; service quality;

    JEL classification:

    • M - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics


    Access and download statistics


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bac:fsecub:10-15-78. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Bogdan Nichifor). General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.