20.500.12556/DKUM-92555 Odnosi s kupci v luči neprimernega vedenja: analiza izkušenj prodajalcev v različnih sektorjih Relationships with buyers in the light of misconduct: analysis of seller's experience in various sectors V sodobnem poslovnem okolju postajajo odnosi med prodajalci in kupci vedno bolj zahtevni, saj se slednji pogosto vedejo na neprimeren način. Neprimerno vedenje kupcev, kot so nesramnost, agresivnost, ignoriranje pravil, neupoštevanje zaposlenih ter »phubbing«, negativno vpliva na dobrobit prodajalcev in njihovo delovno učinkovitost. Problem je še posebej izrazit v storitvenem sektorju, kjer je neposreden stik s kupcem vsakodnevna realnost. V teoretičnem delu je predstavljeno primerno in neprimerno vedenje kupcev ter psihološki in sociološki vidiki neprimernega vedenja, vključno z vplivom sodobne tehnologije in digitalnih komunikacij na vedenje kupcev. Prav tako je obravnavan vpliv čustev in pričakovanj kupcev ter posledice, ki jih imajo negativna vedenja na zaposlene in poslovno uspešnost podjetja. Empirični del temelji na analizi izkušenj prodajalcev iz različnih sektorjev, kjer so bili s poglobljenimi intervjuji pridobljeni podatki o pojavnosti neprimernega vedenja, vplivu na psihološko stanje zaposlenih in strategije, ki jih prodajalci izberejo za obvladovanje neprimernega vedenja kupcev. Rezultati raziskave so pokazali, da se prodajalci pogosto srečujejo s čustveno izčrpanostjo, stresom in pomanjkanjem podpore s strani vodstva. Prav tako se kaže potreba po boljšem usposabljanju zaposlenih ter oblikovanju učinkovitih strategij za spopadanje z zahtevnimi kupci. V zaključku so predstavljeni predlogi za izboljšanje odnosov med zaposlenimi in kupci ter zmanjšanje negativnih posledic, ki jih povzroča neprimerno vedenje kupcev. In the modern business environment, relationships between sellers and customers are becoming increasingly demanding, as customers often behave in inappropriate ways. Inappropriate customer behavior – such as rudeness, aggression, disregard for rules, disrespect toward employees, and phubbing – negatively affects the well-being of sellers and their work performance. This issue is particularly prominent in the service sector, where direct interaction with customers is a daily reality. The theoretical part presents appropriate and inappropriate customer behavior, as well as the psychological and sociological aspects of inappropriate behavior, including the influence of modern technology and digital communication on customer conduct. It also addresses the impact of customer emotions and expectations, along with the consequences that negative behaviors have on employees and the overall business performance of companies. The empirical part is based on an analysis of the experiences of sellers from various sectors. In-depth interviews were conducted to collect data on the prevalence of inappropriate behavior, its impact on employees’ psychological well-being, and the strategies sellers adopt to cope with such behavior. The results of the study show that sellers often face emotional exhaustion, stress, and a lack of support from management. Additionally, there is a clear need for better employee training and the development of effective strategies for dealing with demanding customers. In conclusion, the study offers suggestions for improving relationships between employees and customers and for reducing the negative consequences caused by inappropriate customer behavior. neprimerno vedenje kupci prodajalci »phubbing« pritožbe strategije obvladovanja inappropriate behavior customers sellers phubbing complaints coping strategies true true false K. Medved Slovenski jezik Angleški jezik Magistrsko delo/naloga 2025-04-18 12:05:44 2025-06-05 12:11:14 2025-06-06 03:10:57 0000-00-00 00:00:00 2025 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 366.12 238419203 MAG_Medved_Katja_2025.pdf MAG_Medved_Katja_2025.pdf 1 4D71544E624760D0FE8EEEE3D2ED0E34 e36220e77d70c49650b90a4edd5a1856cf9297975d3d536b68f13d161610b47b 2e21eac5-3a22-11f0-80b9-00155d000105 https://dk.um.si/Dokument.php?lang=slv&id=191279 Ekonomsko-poslovna fakulteta 0 0 0