Cyprichová, MiladaRostášová, Mária2020-07-282020-07-2820191336-8281http://drepo.uniza.sk/handle/hdluniza/224The paper deals with the often neglected topic, which is the management of complaints and complaints, as a process of disseminating information aimed at identifying and correcting various causes of customer dissatisfaction. This article provides a unique answering and response methodology for unjustified complaints and complaints through content analysis and recommendations to help employees correctly respond to unjustified complaints and complaints so that communication results in satisfaction on both sides.skhttp://creativecommons.org/licenses/by/4.0/complaintscustomer dissatisfactioncontent analysisArticlehttps://doi.org/10.26552/pte.C.2019.1.1