Reklamační politika a její ekonomické souvislosti
Title in English: Return policy and its economic consequences
The book deals with the issue of claims and what foreign literature refers to as “return policy”, which means a way of claim management that the seller receives in respect of material defects of a product and possibly even defects subjectively perceived by the customer. The return policy is presented primarily as a marketing tool that participates in forming a so-called “extended product”. Three empirical studies supplement the text.