20.500.12556/DKUM-95176 Pritožbe kot priložnost za izboljšanje zadovoljstva mednarodnih b2b odjemalcev: primer podjetja x Complaints as an opportunity to improve international b2b customer satisfaction: the case of company x V diplomski nalogi je obravnavana vloga pritožb v mednarodnem B2B okolju, ter njihov vpliv na zadovoljstvo odjemalcev. poseben poudarek je namenjen procesom obravnave pritožb. analizirani so ključni dejavniki kot so medoddelčno sodelovanje, kulturne in jezikovne ovire ter čas reševanja. Raziskava izvedena na primeru podjetja X je pokazala da medoddelčno sodelovanje in ustrezno podprti informacijski sistemi bistveno prispevajo k hitrejšemu in kakovostnejšemu reševanju pritožb. rezultati so tudi razkrili da čas reševanja pritožb vpliva na nadaljnjo pripravljenost strank za sodelovanje. ugotovljeno je tudi da jezik in prilagoditev kulturnim razlikam krepi zaupanje in boljšo komunikacijo. celotna analiza potrjuje, da pritožbe niso težava, temveč predstavijo priložnost za izboljšave, katere podjetju lahko zagotovijo konkurenčnost na trgu in prispevajo k dolgoročni zvestobi odjemalcev. In this thesis, the role of complaints in the international B2B environment and their impact on customer satisfaction are examined. Special attention is devoted to the processes of complaint handling. Key factors such as cross-departmental collaboration, cultural and language barriers, and resolution time are analyzed. The research conducted on the case of company X showed that cross-departmental collaboration and well-supported information systems significantly contribute to faster and higher-quality complaint resolution. The results also revealed that the time required to resolve complaints influences customers’ willingness to continue cooperation. It was further found that language and adaptation to cultural differences strengthen trust and improve communication. The overall analysis confirms that complaints are not merely a problem, but rather an opportunity for improvements that can provide the company with competitiveness in the market and contribute to long-term customer loyalty. B2B okolje pritožbe medoddelčno poslovanje mednarodno zadovoljstvo odjemalcev B2B environment complaints cross-departmental collaboration international customer satisfaction true true false T. Šuškavčević] Slovenski jezik Angleški jezik Diplomsko delo/naloga 2025-09-08 15:53:31 2025-10-24 12:58:19 2025-10-25 03:26:06 0000-00-00 00:00:00 2025 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 658.89 254673411 UN_Suskavcevic_Teodora_2025.pdf UN_Suskavcevic_Teodora_2025.pdf 1 CF39636302418E0793F0E9B37579D870 7b0144c9577f04800083c142320f0a19436104a041a958636f3c0fc96003b75d bb19f43c-9d4b-11f0-8bbe-00155d000105 https://dk.um.si/Dokument.php?lang=slv&id=199357 Ekonomsko-poslovna fakulteta 0 0 0