Анализ факторов выбора потребителями городского пассажирского автобусного перевозчика
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.
The present article is focused on customer orientation (CO) in the emerging Russian market. We use existing CO measurement scales and conduct EFA and CFA data analysis procedures to get insights into CO cosntruct in Russian companies.
Despite over 30 years of worldwide reforms in many directions to increase efficiency, public transport markets present a variety of arrangements regarding operations, control and ownership that are amenable to improvement. This workshop will examine the contextual economic, political, cultural and social factors behind these many different cases that can be observed around the world. Through a better understanding of such factors it will examine the competition and ownership options for regulated public transport markets, taking full account of local contextual factors. This will include examination of methods for improving performance without major competition and ownership changes, for example by improved institutional design (both top-down and bottom-up), the development of trusting partnerships, the promotion of negotiated contracts and the introduction of optimal operating rules.
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.
EBES is a scholarly association for scholars involved in the practice and study of economics, finance, and business worldwide. EBES was founded in 2008 with the purpose of not only promoting academic research in the field of business and economics, but also encouraging the intellectual development of scholars. Conference were with the support of Istanbul Economic Research Association. We are honored to have received top-tier papers from distinguished scholars from all over the world. In the conference, 323 papers will be presented and 569 colleagues from 56 countries will attend the conference.