Rublev Rudolf Richardovich, Doctor of Physics and Mathematics, senior researcher, Professor of International University of Nature, Society and Man «Dubna»
Dolgov Mikhail Olegovich, postgraduate student of the Department of Sustainable Innovative Development in the International University of Nature, Society and Man «Dubna»
In the paper we propose to restore, in a qualitatively new level, an instrument called “the Complaints Book”, which existed in the Soviet Union for a long time at the enterprises that were involved in the retail trade and services. The authors have shown that the proposed site ЖалобнаяКнига.РФ (Russian National Book of Complaints) is an implementation of modern standards for quality management system (ISO 9000) regarding the organization of customer feedback. In this article the authors have developed the basic principles of operation of the named site, the most important of which is the principle of publicity: this site will exercise the regimen of a pressure of public opinion on the subjects of economic policy. We consider the relations between the site and the legislation of the Russian Federation and the USSR, and the reasons why such a site would be effective. There are also two specific examples, when the Russian law «Protection of Consumer Rights» does not solve customers’ problems.
KEYWORDS: feedback, monitoring, the Internet, consumer protection, complaint, quality management standards, communication management.
Download article THE ESTABLISHMENT OF RUSSIAN NATIONAL WEBSITE «ЖАЛОБНАЯКНИГА.РФ»