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  • Проблема качества в сфере услуг: от эмоционального труда до «искреннего сервиса»
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May 25, 2026
HSE Scientists Train Neural Network to 'Hear' Faults in Electric Motors
Researchers at the AI and Digital Science Institute of the HSE Faculty of Computer Science have developed a new method—the Signature-Guided Data Augmentation (SGDA) framework—that achieves 99% accuracy in motor fault detection and 86% accuracy in fault classification. The application of this approach can reduce industrial equipment repair costs, minimise downtime, and improve production safety. The study results have been published in Engineering Applications of Artificial Intelligence.
May 25, 2026
'The Humanities Serve as a Conscience'
Maria Mizernaia studies Soviet literature and the history of book publishing. In this interview for the HSE Young Scientists project, she discusses plans to publish a novel about besieged Leningrad, AI-provoked reflections on what it means to be human, and how novels can help satisfy our dopamine hunger.
May 25, 2026
Is It Possible to Predict a Citys Life Based on the Shape of Its Neighbourhoods?
Is it possible to predict, based on the configuration of streets and buildings, where a café will open or where traffic congestion will occur? Participants in the Spatial Analysis and Modelling of Urban Processes research and study group use open data and machine learning to identify universal patterns. Alexander Sheludkov and Eduard Somov discuss the purpose of comparing cities, the need for new forms of urban statistics, and how open data is transforming approaches to urban studies.

 

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Проблема качества в сфере услуг: от эмоционального труда до «искреннего сервиса»

С. 369–377.
Stroh W. A., Костылева П. Ю.

This paper discusses the difficulty of assessing service quality, as well as its parameters and criteria. The emotional component of the process in providing and consuming services in the context of the economy experiences is emphasized. The relationship between two concepts "emotional labor" and "emotional intelligence" are analyzed. The necessity of the further development of "sincere service" model is indicated.

Language: Russian
Full text
Keywords: quality of servicesemotional laborsincere serviceкачество сервисаэмоциональный трудискренний сервис

In book

Пятнадцатая международная научно-практическая юбилейная конференция "Экономическая психология: современные проблемы и перспективы развития". 24-27 ноября 2015 г.: Материалы конференции
СПб.: Изд-во ИМЦ «НВШ-СПб», 2015.
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