Soočanje z neprimernim vedenjem strank : izsledki pilotne raziskave [Elektronski vir]
Kozjek, Tatjana, 1980- ; Rogelj, Nina, 1992-
Neprimerno vedenje strank slabo vpliva na zaposlene in povzroči škodo organizacijam. Prispevek prikazuje rezultate raziskave o neprimernem vedenju strank in soočanju javnih uslužbencev z neprimernim ...vedenjem strank v izbrani slovenski geodetski upravi. Ugotoviti se je želelo, kateri so glavni vzroki za nezadovoljstvo strank in na kakšen način se sodelujoči v raziskavi soočajo z neprimernim vedenjem strank. Za izvedbo raziskave je bila uporabljena metoda anketiranja. Rezultati kažejo, da sta glavna vzroka, zaradi katerih se stranke neprimerno vedejo do zaposlenih, dolgotrajnost upravnih postopkov in nerealna pričakovanja strank. Pri soočanju z neprimernim vedenjem strank pa se sodelujoči v raziskavi najpogosteje pogovorijo s sodelavci.
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