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Service Management and Customer Orientation in Russian Banking Industry
P. 632–636.
Prosvirkina E. Y.
Though the service sector is growing rapidly in the emerging markets, including Russia, the quality of services is still low in comparison with the developed countries. Thus, organizations should implement strategic services management and create a customer-oriented culture. To analyze the role of customer orientation in the service sector in Russia, banking industry is considered. Based on the data collection of fifty largest banks it is determined that only thirty percent of the sample declares customer orientation as a corporate value. The calculation of corporate value index demonstrated that banks pay less attention to customer focus and more frequently mention effectiveness, trust, teamwork, and openness as the main values. An analysis of required skills and competencies of employees also demonstrated that customer orientation is not one of the main requirements to personnel in Russia.
In book
Springer-Verlag Berlin Heidelberg, 2013.
Soldatova A., В кн.: Международный банковский бизнес: проблемы и перспективы.: Прометей (МПГУ), 2026. С. 120–140.
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This research is intended for students studying ...
Added: September 4, 2026
Бровкина Н. Е., Терновская Е. П., Мешкова Е. И. et al., В кн.: Банк в современной экономикеКн. Банк в современной экономике.: М.: КноРус, 2026. С. 127–147.
Banks are the central link in the national financial market and the economy as a whole. The share of bank assets in the asset structure of the Russian financial market, despite a slight decline, remains dominant relative to other participants, reaching 80%.
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Kozlov N., Semenova M., Journal of Corporate Finance Research 2026 Vol. 20 No. 2 P. 108–135
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Oshmankevich K., Юрист 2024 № 12 С. 59–63
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Цехомский Н. В., Волков Д. Л., Щербакова О. Н. et al., М.: АНО ДПО "Корпоративный университет Сбербанка", 2016.
Финансы банка ...
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Kopnova E., Османова А. О., Финансы и бизнес 2023 Т. 19 № 3 С. 86–99
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Popova P., Semenova M., Sokolov V., / Series WP BRP "Series FE "Financial Economics"". 2023. No. WP BRP 92/FE/2023.
The COVID-19 pandemic caused a significant change in the consumption, savings, and
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Exploiting the cross-regional ...
Added: August 14, 2023
Господарчук Г. Г., Aistov A., Suchkova E. O., Финансы: теория и практика 2023 Т. 27 № 2 С. 108–118
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Semenova M., Popova P., Russian Journal of Money and Finance 2023 Vol. 82 No. 2 P. 106–119
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Bank de-branching is one of the key trends in banking sectors all over the world. This paper
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