Современные потребительские тренды и удовлетворенность потребителя
Place attractiveness is considered as a combination of its ability to attract new residents, retain existing residents, and promote the natural growth of the population and settling of the natives. The complex category reflects residential satisfaction, on the one hand, and efficiency of place marketing, on the other. Being measured through spatial behavior indicators, it creates the opportunity for market segmentation on the theoretical level.
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.
Purpose – The aim of this paper is to provide empirical guidance on those antecedents and consequences of customer satisfaction (CS) that may be included in the tourism sector and based on a systematic literature review. Design/methodology/approach – Undertaken through a review of 495 papers that have been published in 41 journals since 1988 and up to 2016 (a 29-year period). A more detailed understanding and discussion is also provided, which has been based on the analysis of the 100 most-cited articles. Findings – The theoretical models and the empirical applications provided depend to some extent on the sector under analysis. Nevertheless, the most popular determinants and consequences are service quality and loyalty (recommendation and revisiting), respectively. CS antecedents have been studied more than CS consequences. Research limitations/implications – The analysis has been based solely on English language articles that appear in Scopus. As a result, the geographical areas and the tourist sectors are definitely biased by this selection, and the results cannot be easily transferred to other geographical areas or tourist sectors. Practical implications – The results obtained from the study have relevant empirical and practical implications for hospitality researchers and practitioners. Firstly, the selected papers may be used as a valid starting point to research CS with respect to antecedents and consequences. Hospitality managers can also benefit from a better understanding of this triplet in tourism. Originality/value – This study is the first attempt to provide a systematic literature review on the antecedents and consequences of CS in tourism. Thus, researchers in the field will be able to begin their work with a complete and comprehensive model that considers the main antecedents and consequences of CS in tourism.
The emergence of e-learning transforms behavioural patterns of all participants in the education market. It is necessary to try alternative approaches and marketing tools to design effective online courses and ensure their integration to the educational process. The article analyses the opportunities and constraints on using the key marketing concept of customer satisfaction in terms of e-learning. In marketing, satisfaction is the central indicator of a company’s performance and success, since it serves as a prerequisite for expanding the customer base and building loyalty. The methodological framework embraces the theories of strategic marketing and consumer behaviour. The empirical part of the study includes the qualitative (identification of factors affecting satisfaction) and quantitative stages (method for assessing student satisfaction, including satisfaction indices and building a perceptual map). The methods applied by the authors encompass factor and cluster analysis. With the help of the Customer Satisfaction Index (CSI), we indicate that the current level of overall satisfaction with online courses provided by the National Open Education Platform is high (79 %). Based on perceptual maps, as well as factor and cluster analysis, the paper highlights a number of factors that are the most important for student satisfaction and categorizes them into groups. The most significant factor is the course design, and the least significant one is learning outcomes control, which includes the certificate value and the proctoring procedure. The method for assessing student satisfaction with e-learning is of use when designing online courses based on the in-depth understanding of the needs of online platforms’ users.
The article is devoted to the study of the authoritarianism prevalent in the mass consciousness of Russians. The article describes a new approach to the consideration of the authoritarian syndrome as the effects of the cultural trauma as a result of political and socio-cultural transformation of society. The article shows the dynamics of the symptoms of the authoritarianism, which appear in the mass consciousness of Russians from 1993 to 2011. This paper proposes a package of measures aimed at reducing the level of the authoritarianism in Russian society.
This work looks at a model of spatial election competition with two candidates who can spend effort in order to increase their popularity through advertisement. It is shown that under certain condition the political programs of the candidates will be different. The work derives the comparative statics of equilibrium policy platform and campaign spending with respect the distribution of voter policy preferences and the proportionality of the electoral system. In particular, it is whown that the equilibrium does not exist if the policy preferences are distributed over too narrow an interval.
The article examines "regulatory requirements" as a subject of state control over business in Russia. The author deliberately does not use the term "the rule of law". The article states that a set of requirements for business is wider than the legislative regulation.
First, the article analyzes the regulatory nature of the requirements, especially in the technical field. The requirements are considered in relation to the rule of law. The article explores approaches to the definition of regulatory requirements in Russian legal science. The author analyzes legislation definitions for a set of requirements for business. The author concludes that regulatory requirements are not always identical to the rule of law. Regulatory requirements are a set of obligatory requirements for entrepreneurs’ economic activity. Validation failure leads to negative consequences.
Second, the article analyzes the problems of the regulatory requirements in practice. Lack of information about the requirements, their irrelevance and inconsistency are problems of the regulatory requirements in Russia.
Many requirements regulating economic activity are not compatible with the current development level of science and technology. The problems are analyzed on the basis of the Russian judicial practice and annual monitoring reports by Higher School of Economics.
Finally, the author provides an approach to the possible solution of the regulatory requirements’ problem. The author proposes to create a nationwide Internet portal about regulatory requirements. The portal should contain full information about all regulatory requirements. The author recommends extending moratorium on the use of the requirements adopted by the bodies and organizations of the former USSR government.