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Исследование взаимосвязи удовлетворённости потребителей с их лояльностью в гостиничной индустрии
Менеджмент в России и за рубежом. 2015. № 4. С. 75-82.
Корелина А. С., Oyner O. K.
The article presents the results of a study of the relationship between customer satisfaction and loyalty in the hotel industry. This relationship is considered through a prism of key behavioral characteristics of clients (willingness to recommend/willingness to return). Based on this research the customer loyalty coefficient was calculated. The data collection method that was used is a survey.
Корелина А. С., Маркетинг и маркетинговые исследования 2015 № 2 (116) С. 142-155
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. ...
Added: June 11, 2015
Корелина А. С., Микроэкономика 2015 № 6 С. 64-71
The article presents the results of a content analysis of customers’ satisfaction by quality of services of hotels and hostels in Moscow. The clients’ opinions left on the specialized tourist websites, collectors of consumers’ opinions, formed research base for this content analysis. The author has constructed the multiple regression equation, which characterizes the cumulative influence ...
Added: January 25, 2016
Корелина А. С., Oyner O. K., Известия Санкт-Петербургского государственного экономического университета 2015 № 6 (96) С. 84-91
Currently, the concept of consumer engagement in value co-creation (CEVCC) has been widely covered in the marketing literature. The attention to this topic is caused by business needs to find new ways of value creation and its offering to customers. In this paper, we investigate CEVCC in the hotel industry in Moscow. Based on this ...
Added: November 16, 2015
Olga Oyner, Antonina Korelina, Worldwide Hospitality and Tourism Themes 2016 Vol. 8 No. 3 P. 327-345
Purpose
This paper aims to define relevant forms of co-creation activities and customer engagement in value co-creation geared toward increasing customer satisfaction and loyalty in the Russian hotel industry.
Design/methodology/approach
Secondary data analysis of hotels’ websites, annual reports and published interviews was conducted to investigate how hotels co-create the experience environment. Also, content analysis of tourist ...
Added: September 20, 2016
Panteleeva E., В кн. : Удовлетворенность потребителя. Эмпирические исследования и практика измерения. : М. : ИНФРА-М, 2013. Гл. 2.6. С. 195-217.
Со сменой собственника в страховой компании начались кардинальные изменения, в которых ключевая роль отводилась блоку Маркетинг-менеджмент. В компании стартовало множество маркетинговых проектов, направленных на мониторинг удовлетворенности и лояльности клиентов, контроль качества оказания услуг и качества бизнес-процессов.
В главе рассмотрен системный подход Компании к реализации клиентоориентированного подхода с акцентом на практику проведения мониторинга удовлетворенности и лояльности клиентов ...
Added: March 24, 2014
Isopeskul O., Дроздова В. А., Ars Administrandi 2015 № 4 С. 68-81
The article analyzes the potential correlation between level coherence of organizational culture of the enterprise, which implies the identity of perception and interpretation of the organizational reality by representatives of different hierarchical levels, and the degree of enterprise's customers satisfaction as a derivative of the content of its cultural context. ...
Added: February 5, 2016
Panteleeva E., В кн. : Удовлетворенность потребителя. Эмпирические исследования и практика измерения. : М. : ИНФРА-М, 2013. Гл. 2.2. С. 140-154.
Рассмотрен пример построения клиентоцентричного машиностроительного бизнеса, в которой значительное место отведено практике измерения удовлетворенности и лояльности клиентов Компании ...
Added: March 24, 2014
Predvoditeleva M., Kazakov S. P., Маркетинг в России и за рубежом 2016 № 6 С. 75-85
The most recent social, economic and political events affected the Russian tourism industry significantly. One of the key problems is the customers’ choice between individual trips and trips organized by travel companies, including so called package tours. Services forming the service package determine the customer’s overall satisfaction with the tour package. This paper examines the ...
Added: November 15, 2016
Valery Gordin, Julia Trabskaya, Elena Zelenskaya, International Journal of Culture,Tourism and Hospitality Research 2016 Vol. 10 No. 1 P. 81-90
Purpose – This paper aims to display the role of hotel restaurants in gastronomic place branding. The authors view hotel restaurants as having a great potential in the promotion of local gastronomy.
Design/methodology/approach – The research was done in several stages. First, the authors selected six destinations (Lapland, Catalonia, Saint Petersburg, Marseille, Parma and Munich) according ...
Added: March 24, 2016
Носикова О. О., Практический маркетинг 2010 № 6 С. 18-23
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 ...
Added: October 11, 2012
Panteleeva E., Galitsky E., Шамирян Ф. А., Интернет-маркетинг 2016 № 1 С. 8-23
В статье на примере одного из российских интернет-магазинов рассмотрен ме
тод оценки потребительского опыта, представлены результаты эмпирического
исследования, позволившего оценить влияние потребительского опыта и его
составляющих на лояльность клиентов рассматриваемого интернет-магазина ...
Added: July 13, 2017
Oyner O. K., Lipsits I. V., Panteleeva E. et al., М. : ИНФРА-М, 2020
Customer centricity is one of the most discussed marketing concepts nowadays. The monograph focuses on a wide range of issues: from cultural and consumer trends, evolution of the concept of customer orientation to methods of assessment of customer centricity, customer retention technologies, and role of personnel in building a customer-cenric company.
The monograph is intended for ...
Added: October 30, 2019
Rudchenko V., Вестник Национальной академии туризма 2016 № 2(38) С. 49-54
Questioning guests to be an integral procedure of any facility in the hotel sector, so it can be considered as an important tool to collect a feedback from customers. While there are many different alternatives of obtaining information from the client, questionnaire is the most frequently used among all existing methods. However, the literature analysis ...
Added: February 26, 2017
Polinskaya G., Экономика и менеджмент систем управления 2013 № 1.1(7) С. 188-199
Summary: In article, the factors which are influencing on customer satisfaction from hotel service have been researched. In research we suppose that customer satisfaction correlates with both his overall rating as well as separate components of his evaluation of services he got. Many of online booking services tend to use the same approach. They collect ...
Added: June 5, 2013
Kotliarov I. D., Маркетинг и маркетинговые исследования 2010 № 6 С. 480-486
лояльность, ложная лояльность, поставщик, покупатель ...
Added: October 17, 2012
Корелина А. С., В кн. : Туризм в странах с переходной экономикой – проблемы, перспективы, конкурентоспособность дестинации: Материалы международной научно-практической конференции в рамках проекта NEUTOR. : Сочи : РИЦ ФГБОУ ВПО "СГУ", 2015. С. 143-148.
The article presents the results of a study of the relationship between customer engagement in the value co-creation and customer satisfaction in the hotel industry. Сontent analysis of tourist comments in social media related to hotels in Moscow was conducted. ...
Added: June 11, 2015
Antipov E. A., Pokryshevskaya E. B., Economics Bulletin 2014 Vol. 34 No. 4 P. 2368-2376
In this study we demonstrate how publicly available data can be used to work out the indirect importance of various hotel attributes for their visitors. We apply Shapley value decomposition of the recommendation rate to compute the percentage contributions of various attributes to the overall loyalty, which helps us explain why some of Cyprus hotels ...
Added: March 24, 2015
Pokryshevskaya E. B., Antipov E. A., International Journal of Hospitality Management 2017 Vol. 67 P. 1-10
We develop a set of models for predicting hotel visitor satisfaction and the probability of complaints about various service aspects. Our empirical analysis is based on 3630 reviews from one of the Dubai hotels. We identify profiles of visitors who are likely to be dissatisfied with the hotel service and need special attention, as well ...
Added: September 29, 2017
Repina A., / Высшая школа экономики. Series WP BRP "Science, Technology and Innovation". 2019.
Artificial intelligence is having a transformative effect on business world. Among others, legal services industry is susceptible to these transformations, but being a part of the legal system, it adopts novelties more slowly than other service-based industries. The issue of AI acceptance for legal services is widely discussed in Russia. Opportunities and threats of AI ...
Added: February 6, 2020
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
The antecedents and consequences of customer satisfaction in tourism: a systematic literature review
Maria Victòria S. R., Rudchenko V., Juan Carlos M., Tourism and Hospitality Management 2018 Vol. 24 No. 1 P. 151-183
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 ...
Added: January 27, 2018
Panin V., Rebiazina V. A., Маркетинг и маркетинговые исследования 2016 Т. 03 № 123 С. 168-182
Целью данной статьи является анализ влияния клиентоориентированности на удовлетворенность клиентов. Представлен авторский подход к оценке потребительской удовлетворенности для количественной выборки организаций с помощью системы онлайн-мониторинга СМИ, социальных сетей и форумов. Основным используемым методом исследования был выбран подтверждающий факторный анализ данных (CFA), который позволил построить и протестировать модель влияния клиенториентированности на потребительскую удовлетворенность. ...
Added: June 9, 2016
Rudchenko V., Вестник Национальной академии туризма 2015 № 4(36) С. 96-100
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 ...
Added: February 17, 2016
Korelina A., Маркетинг и маркетинговые исследования 2016
В работе представлены результаты исследования маркетинговых технологий вовлечения потребителей в совместное создание ценности, используемых компаниями гостиничной индустрии в России и за рубежом. На основе данных, собранных в ходе фокус-группового исследования и структурированных интервью с представителями хостелов, была проведена оценка текущего и желаемого уровня владения маркетинговыми технологиями вовлечения потребителей в совместное создание ценности компаниями гостиничной индустрии ...
Added: October 19, 2016