Методика измерения удовлетворенности клиентов в российских компаниях сферы услуг
In this article comparative analysis of two methodologies of client satisfaction evaluation - CSI and NPS - is given. Based on this analysis it is proved that in case of tuning of NPS up to Russian specifics it better fits authors criteria for services industry. Necessity for testing of western NPS methodology before its mass use in practice of companies on Russian market is justified. Main results of adaptation of present methodology in Russia (with example of insurance industry) are given.
Network coding is a paradigm in data transport that allows a network node to code information flows before forwarding them. While it has been theoretically proven that network coding saves bandwidth and increases throughput of multicast communication, it does not directly consider the quality of service (QoS) requirements of multicast routing. In this paper, we study the problem of establishing minimum-cost, multiple multicast sessions over coded packet networks to meet the statistical QoS target considering boundedend-to-end statistical delay and jitter from source to each destination. For this purpose, we first propose a path-based formulation for the problem and prove that this problem is NP-hard. Then, in order to obtain an exact solution, we present an effective and efficient decomposition approach in which the problem is decomposed in to master problem and subproblems, and the solution is built up successively by feasible path generation.Computational results on random networks show that the proposed method provides an efficient way for solving the problem, even for relatively large networks.
This article reflects the results of a study on the determination of the degree of additional education compliance programs in the marketing field with the Russian labour market requirements. The study was conducted in two stages. At the first stage author compiled a list of competencies required of a specialist in the field of marketing. At the second stage author conducted an analysis of gaps between expected and actual abilities and skills obtained by the students of professional training. The author has developed recommendations to improve the content of programs of professional retraining marketers in accordance with the requirements of the Russian labour market.
We describe a new recommender system for the Russian interactive radio network FMhost. The underlying model combines collaborative and user-based approaches. The system extracts information from tags of listened tracks for matching user and radio station profiles and follows an adaptive online learning strategy based on user history. We also provide some basic examples and describe the quality of service evaluation methodology.
The present study aims to investigate the relationship of B2B with satisfaction and customer loyalty based on the analysis of publications in Scopus and the leading Russian journals in the last 11 years. The purpose of this study is to establish the extent of B2B relationships and customer satisfaction to loyalty. The essence of the concepts "customer satisfaction", "loyalty" and B2B are discussed on the base of comparative analysis. It is proposed to use B2B classification depending on the spheres of functioning. The model of B2B relationships with customers and clients is presented on the base of studied data.
We describe a new recommender system for the Russian interactive radio network FMhost. The new recommender model combines collaborative and user-based approaches. The system extracts information from tags of listened tracks for matching user and radio station profiles and follows an adaptive online learning strategy based on user history. We also provide some basic examples and describe the quality of service evaluation methodology.
Exploiting recent marketing and management advances is a significant challenge for all stakeholders in the private or the public sector and has been strongly linked with success. The world is changing constantly, and the impacts of change are critical for tourism, travel and hospitality. Success may generate even more advances, both at macro-environmental and micro-environmental level. Advances in hospitality, tourism and travel can also be seen as a constant revolution, having an impact on political, social, cultural, technological and economic environments.
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.