Customer interaction peculiarities within “Termoelectrica” J.S.C. in the context of the regulations in the thermal energy sector of the Republic of Moldova

Abstract

This article presents a specialized analysis of the particularities of customer relationship management within “Termoelectrica”; J.S.C., taking as a starting point the legislative context and regulations applicable in the thermal energy sector in the Republic of Moldova. The research explores the complex regulatory framework influencing the company`s activity, including national and local laws and regulations on electricity and energy. The research was based on a documentary analysis and case study methodology, focusing on the identification and categorization of “Termoelectrica”; customers according to the type of activity carried out and their specific needs. The article also provides an overview of the particularities of company-customer interactions in the context of complex production processes and multilevel regulations.