Analýza zkušeností s reklamacemi ve vybraných organizacích

Abstract

The theme of the thesis is analysis of experiences with complaints in a selected of organizations. The first part focuses on the definition of basic concepts, the theoretical information processed according to the specialized literature. There are described the general concepts, legislation and research methods. Next part deals with the characteristics of selected organizations and description of their activities. The following deals with compensation provided by railway operators, compared to compensation of individual railway operator and questionnaires. The final section deals with the evaluation and analysis of the proposals and recommendations for individual railway operators, which will enhance the quality of services offered.