Besides encouraging the 'complaining attitude' of the customer, an important element of complaint management is to choose the appropriate procedure to be applied when dealing with the customer. The study analyses the users' complaint management communication on the public online forum of the Central Library of the Metropolitan Ervin Szabo Library in Budapest, paying special attention to the ways of improving library services as a result of recognizing readers' remarks and needs.
Financed by the National Centre for Research and Development under grant No. SP/I/1/77065/10 by the strategic scientific research and experimental development program:
SYNAT - “Interdisciplinary System for Interactive Scientific and Scientific-Technical Information”.