This study deals with customer experience and its impact on customer loyalty to online store. This research looks into the matter of customer purchase history provided by Russia’s largest online store of tools and equipment. We show significant factors in the analysis of consumer behavior, particularly the definition and construction of customer’s features.
International research confirm popularity of digital-marketing, but Russian practices in this field is less surveyed. From empirical study of 74 companies in Volga Federal District authors conducted analysis of Russian digital-marketing practices and measured relations of goals and tools in micro-, small- and medium-sized businesses.
The article is devoted to the study of brand associations as one of the key assets for creating consumer brand equity. The authors study such properties of brand associations as uniqueness, positivity, relevance and strength, investigate the algorithm for constructing strategic brand maps based on a network of associations and the possibility of their use in branding events and in developing brand strategies.
The article presents the results of a study of customer satisfaction in the hotel industry in Russia. Based on this research the most important factors of customer satisfaction were determined and a conceptual model describing the relationship between the customer satisfaction and company financial results in the hotel industry was developed.
This paper examines the level of Russian tourists satisfaction for the hotel services located in resorts of Spain. In this study the classification of Russian tourists was completed based on the factors of satisfaction importance. The results of the study can be useful for Russian resort hotels owners and managers, to control the quality of services for their hospitality facilities.
The article presents the results of the study of consumer behavior of tourists, visiting Krasnodar region, and the analysis of companies in Russian online booking market. On the basis of these results key factors of consumers' retention in online booking market are identified and a model of travel informational portal operation is developed.