期刊名称：Ovidius University Annals: Economic Sciences Series
电子版ISSN：2393-3127
出版年度：2012
卷号：12
期号：2
语种：English
出版社：Ovidius University Press
摘要：The strategic importance of an efficient customer complaint management is recognized nowadays by the practitioners as well as by the academic literature. The hereto paper is focused on the online environment and on the instruments used to allow a direct communication through various channels of the complaints addressed by the customers to the insurance companies. The descriptive research of the online secondary sources revealed that most of the insurance companies are transparent concerning customers’ complaints and have implemented at least one instrument for their collection. However,most of the times,the instruments found on the companies’ sites,have the same features for all the customers and are rarely adapted to business customers.
