Драйверы лояльности потребителей к онлайн-магазинам: исследование влияния потребительского опыта на лояльность клиентов
лояльность, ложная лояльность, поставщик, покупатель
This study deals with customer experience and its impact on customer loyalty to online store. Based on already existing surveys we have tried to develop a new approach for the problem of customer loyalty in Russian emerging online market. This research looks into the matter of customer purchase history provided by Russia's largest online store of tools and equipment. In the project, we carry out a review of consumer behavior. In accordance with the conducted sample, the fact that customer loyalty can be determined by the total or average order value was denied.
The most recent social, economic and political events affected the Russian tourism industry significantly. One of the key problems is the customers’ choice between individual trips and trips organized by travel companies, including so called package tours. Services forming the service package determine the customer’s overall satisfaction with the tour package. This paper examines the influence of the client’s satisfaction on the loyalty and on the sequential inclination to recommend their practices after the tour package consumption. As a result of the study the components of the tour package, influencing the overall customer satisfaction and loyalty were determined as well as their further impact on customer willingness to recommend the tour package and travel company to their respective communities.
As customer relationship management process plays increasingly important role in business success, many authors attempt to evaluate the impact of various CRM process components on quality of company interaction with the customers and, ultimately, on company performance. This paper explores the impact of CRM system on quality of customer understanding by the company. This understanding is measured in context of the international pharmaceutical company in Russian market. The field research is based on a quantitative data from online questionnaires and telephone interviews. The sample consists of 64 company representatives and 217 ophthalmologists. The authors developed and tested the model of physician loyalty drivers and studied the perception of CRM system by the employees. The results of the paper demonstrate that, despite the fact that CRM system is actively used and perceived as a crucial part of customer relationship management process within the company, the understanding of key customer loyalty drivers needs to be significantly improved. The paper contributes to the existing theory by evaluating the link between CRM applications use and customer relationship performance as well as by developing physician prescription loyalty influencers framework in context of Russian pharmaceutical market. This research could be used by other pharmaceutical companies in order to understand the influence of their CRM applications on customer loyalty and also to identify the drivers of physicians prescriptions.
This paper proposes a plan of an empirical study of the co-creation experience and its impact on customer satisfaction and loyalty in the experience industry in the emerging market. The research will investigate new ways to involve a consumer directly in the value chain development, as well as different tools to improve customer satisfaction and loyalty. This study is important because the existing models and concepts in marketing, in particular the concept of co-creation, can be tested in the emerging markets in order to push the boundaries of the existing theory.
The paper examines the structure, governance, and balance sheets of state-controlled banks in Russia, which accounted for over 55 percent of the total assets in the country's banking system in early 2012. The author offers a credible estimate of the size of the country's state banking sector by including banks that are indirectly owned by public organizations. Contrary to some predictions based on the theoretical literature on economic transition, he explains the relatively high profitability and efficiency of Russian state-controlled banks by pointing to their competitive position in such functions as acquisition and disposal of assets on behalf of the government. Also suggested in the paper is a different way of looking at market concentration in Russia (by consolidating the market shares of core state-controlled banks), which produces a picture of a more concentrated market than officially reported. Lastly, one of the author's interesting conclusions is that China provides a better benchmark than the formerly centrally planned economies of Central and Eastern Europe by which to assess the viability of state ownership of banks in Russia and to evaluate the country's banking sector.
The paper examines the principles for the supervision of financial conglomerates proposed by BCBS in the consultative document published in December 2011. Moreover, the article proposes a number of suggestions worked out by the authors within the HSE research team.
портовый менеджмент, показатели деятельности, анализ эффективности, система учета, распределение издержек, методы анализа деятельности портовой системы
At present many industries reveal tendency for setting up of vertically integrated companies (VIC) the structure of which unites all technological processes. This tendency proved its efficiency in oil industry where coordination of all successive stages of technological process, namely, oil prospecting and production -oil transportation - oil processing - oil chemistry - oil products and oil chemicals marketing, is necessary. The article considers specific features of introduction of "personnel management" module at enterprises of oil and gas industry.
vertically integrated companies; personnel management