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Концептуальные и методологические основы маркетинговых исследований качества в сфере услуг
С. 98–108.
Novatorov E. V.
In book
Т. 1: Маркетинг и маркетинговые исследования в России. Кн. 1. Вып. 1. , Издательский дом Гребенникова, 2002.
Куранов В. Г., Вестник Пермского университета. Юридические науки 2014 № 4(26) С. 128–135
Введение: медицинские услуги имеют большое социальное значение, и потому важность соблюдения их качественного уровня сложно переоценить. Цель: исследование содержания понятия «качество медицинской услуги» в доктрине гражданского прав и в законодательстве РФ. Результаты: понимание качества услуг в различных научных дисциплинах различны. Ученые-юристы, определяя данное понятие, учитывали критерии качественной оценки товара, работы, услуги путем включения в дефиницию ...
Added: September 11, 2026
А.В. Матвеева, В.А. Ребязина, Российский журнал менеджмента 2026 Т. 24 № 1 С. 71–92
Purpose: The study aims to substantiate the feasibility of developing and implementing integrated service quality management systems in the practice of Russian resort organizations, using a pilot organization in the Southern Federal District as an example.Methodology: The research is based on a systematic literature review and a mixed-method empirical design that includes a survey of ...
Added: April 6, 2026
Matveeva A., Rebiazina V., Вестник Московского университета. Серия 6: Экономика 2025 Т. 60 № 6 С. 143–176
The contemporary healthcare and wellness sectors are facing rising client expectations, making service quality management a critically important issue. Maintaining regulatory compliance is no longer sufficient; a holistic customer experience has become the principal source of competitive advantage, fostering trust, loyalty, and the likelihood of repeat selection. This study aims to develop and validate a ...
Added: January 16, 2026
Wang F., Пан Ю., Информационное общество 2024 Т. 3 С. 10–20
Service quality becomes a key factor in the performance and competitiveness of the real estate sector, especially in the digital age. However, a lack of systematic literature reviews on the topic exists. This study aims to fill this gap by using bibliometric analysis to examine service quality in real estate, including conceptual cornerstones, trends, and ...
Added: December 19, 2023
Шаров М. И., Михайлов А. Ю., Вестник Сибирского государственного автомобильно-дорожного университета 2019 Т. 16 № 3 (67) С. 302–311
Introduction. The paper deals with the results of the reliability of urban public passenger transport routes. One of the main objectives is to consider the indicators for assessing the reliability of the urban passenger transport system, which have not yet been used in Russian practice. The peculiarity of these indicators is that the initial information ...
Added: July 13, 2021
Novatorov E. V., Вестник Московского университета. Серия 6: Экономика 2017 Т. 6 № 5 С. 102–124
The paper discusses "soft" and "hard" approaches to the study, measurement, and improvement of medical services quality, presents the GAP model of medical service quality and its criteria. Drawing on two empirical studies, the author considers the technology and technique of two approaches to measuring services quality - SERVQUAL and SQI - in context of ...
Added: October 31, 2017
Stroh W. A., Костылева П. Ю., Менеджмент в России и за рубежом 2016 № 2 С. 127–135
The purpose of this paper is to discuss the problem of the service quality assessment and its parameters and criteria. The paper includes an analysis of the emotional part of the process of consuming and providing services, the analysis carried out in the context of the Experience Economy through such scientific concepts as "emotional labor" ...
Added: May 8, 2016
Novatorov E. V., СПб.: ИП Петров Д.А., 2015.
The rapid development of the service sector in Russia, observed in the last decade, requiresscientific understanding and technological development, adequate international practice. University professors, undergraduate and graduate students, professionals, commercial companies every day have to face the necessity of "instrumentation" of decisions taken in accordance with the rules and principles of services marketing. In recent ...
Added: November 14, 2015
Kazakov S. P., Маркетинг в России и за рубежом 2015 Т. 107 № 3 С. 73–84
The paper examines the issues of customer satisfaction measurements with charter airline services based on the case of Russian tourists traveling to Spain. The basic approaches to customer satisfaction measurement in service industry were analyzed. The survey of 786 passengers was conducted. The results of the study can be used in service quality control management ...
Added: June 2, 2015
Novatorov E. V., В кн.: Развитие экономической науки на транспорте : Новые решения : сборник докладов II Международной научно-практической конференции.: СПб.: Петербургский государственный университет путей сообщения, 2014. Гл. удк 338 С. 368–382.
Зарубежные маркетологи выработали согласие относительно трех фундаментальных основ для понимания сущности качества в сфере услуг. Во-первых, установлено, что потребителям гораздо труднее оценить качество услуги как неосязаемого действия по сравнению с качеством товаров-изделий. У товаров-изделий существует множество осязаемых доказательств и показателей качества, в то время как у неосязаемых услуг перечень таких доказательств нередко сводится лишь к ...
Added: September 21, 2014
Novatorov E. V., Вестник Московского государственного университета культуры и искусств 2013 Т. 54 № 4 С. 208–214
The study explores different approaches to study of cultural service quality. It discusses service quality criteria, Scandinavian and North American perspectives on service quality studies. Several techniques have been applied to the same cultural center to investigate usefulness of several approaches to study cultural service quality. ...
Added: January 19, 2014
Pokryshevskaya E. B., Antipov E. A., International Journal of Market Research 2014 Vol. 56 No. 3 P. 283–296
In this study, nine methods for measuring indirect importance are compared on the basis of their discriminatory power and stability. To the best knowledge of the authors, the stability of results obtained with different methods is assessed for the first time. The deficiencies of an existing criterion for assessing diagnosticity are pointed out and a ...
Added: May 15, 2013
Сhkalova O. V., В кн.: Актуальные проблемы управления предприятием: финансово-экономический аспект. Материалы научно-практической конференции (1-2 марта 2012 г.).: Н. Новгород: Нижегородский коммерческий институт, 2012. С. 303–307.
Предложен методический подход к оценке качества торгового обслуживания, основанный на бенчмаркинге и определении комплексного показателя, с применением экспертных оценок и квалиметрических шкал. ...
Added: March 18, 2013