Mediation and conflict resolution strategies for the paint industrial sector

Abstract

Small and medium sized enterprises (SMEs) are sources of direct and indirect employment, however, there is a problem in marketing, due to negligence in service and untimely deliveries, which generate constant conflicts between the parties involved (producer-consumer). This study tries to establish the most important reasons that cause conflict between SMEs and clients, and its objective is to structure strategies for conflict mediation and resolution for SMEs. The methodology is non-experimental with descriptive scope. The results reflect a low level of customer satisfaction, at the same time, an optimal and efficient solution to each problem is presented to generate greater confidence and improve customer service; besides, the company has a consolidated market, but it must correct its service to gain more credibility and confidence

Keywords

• mediación
• comercio
• pequeña industria
• mercado.