?
B2B и удовлетворение клиентов: взаимосвязь и взаимовлияние
Вестник Национальной академии туризма. 2015. № 4(36). С. 96-100.
Rudchenko V.
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.
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., 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
Rudchenko V., Новые технологии 2015 № 4 С. 129-138
this article presents a selection of publications in bibliographic database Scopus with the use of scientometric parameters for keywords: "customer satisfaction" and "methods of evaluating customers". The purpose of this study to establish how you can measure the level of customer satisfaction, given the experience and development previously proposed on this subject in the databases ...
Added: February 17, 2016
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
Артёмова Е. В., Dvoryashina M. M., Управленец 2019 Т. 10 № 6 С. 42-53
The emergence of e-learning transforms behavioural patterns of all participants in the education market. It is necessary to try alternative approaches and marketing tools to design effective online courses and ensure their integration to the educational process. The article analyses the opportunities and constraints on using the key marketing concept of customer satisfaction in terms of e-learning. In ...
Added: February 25, 2020
Case. Uraltrubmash' unique selling proposition: Increasing competitiveness in the Russian b2b market
Rebiazina V. A., / The Case Center. Series CASE - Reference no. 514-082-1 "Management". 2014. No. 514-082-1.
The case is focused on the main changes in marketing strategy of the 'Uraltrubmash' company which happened due to the implementation of new production technology in 2006. JSC 'Uraltrubmash' is a tube rolling plant, operating in the Russian market since 1994. Modernization of the plant and changes in production technologies allowed the company to offer ...
Added: March 6, 2017
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
Dolzhenko R. A., Вестник Алтайского государственного аграрного университета 2014 № 9 С. 157-162
The comparison of the content of concepts, reflecting different attitudes of workers to labor: employee satisfaction, staff loyalty, employee involvement is carried out in the article.
The investigation of various behavioral attitudes in the approach is considered. The features of employee involvement, which can be the basis for the development of effective research directions of the ...
Added: November 6, 2014
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
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
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
Prokhorova T., Маркетинг в России и за рубежом 2017 № 1 С. 69-77
This paper is devoted to the analysis of customer experience presented in reviews on Russia’s online stores, published on the Internet. Sample from the base of Russia's largest platform for e-commerce –Yandex.Market was used as the data for this study, containing more than 150,000 customer’s reviews. The objective of the study was to analyze customer ...
Added: March 14, 2017
Lebedev A. V., Щербаков Е. А., Маркетинговые коммуникации 2020 № 1 С. 56-67
The modern consumer is overwhelmed with information. This leads to the fact that even conditionally loyal consumers do not find the time and desire to get acquainted with the offers of their favourite brand. Companies often use the outdated one-sided approach to communication with clients, using everything one or two communication channels. The authors analyze ...
Added: June 19, 2020
Корелина А. С., Oyner O. K., Менеджмент в России и за рубежом 2015 № 4 С. 75-82
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 ...
Added: September 15, 2015
Rebiazina V. A., / The Case Center. Series TEACHING NOTE - Reference no. 516-0182-8 "Management". 2016. No. 516-0182-8.
Added: March 6, 2017
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
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
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
Устинова О. Е., Карпова С. В., Kazakov S. P., Экономика и управление в машиностроении 2019 Т. 66 № 6 С. 37-43
The article discusses the features and problematic issues that arise in brand management, taking into account the research conducted on differences in the emotional connections types among consumers. The article reveals the motivation factors of various consumers segments, primarily through the regular customers motivation analysis. The authors discuss the question of how to estimate the ...
Added: July 21, 2020
Kazakov S. P., Маркетинг и маркетинговые исследования 2015 Т. 119 № 5 С. 384-395
This paper examines the level of Russian tourists satisfaction for the hotel services located in resorts of Spain. In this study the classification of Russian tourists was completed based on the factors of satisfaction importance. The results of the study can be useful for Russian resort hotels owners and managers, to control the quality of ...
Added: September 9, 2015
Rebiazina V. A., / The Case Center. Series TEACHING NOTE - Reference no. 514-082-8 "Management". 2014. No. 514-082-8.
Added: March 6, 2017
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
Rebiazina V. A., / The Case Center. Series CASE - Reference no. 516-0182-1 "Management". 2016. No. 516-0182-1.
The case is focused on the main changes in the marketing strategy of the Industrial Park 'Levoberezhniy'. Industrial Park 'Levoberezhniy' is an industrial area situated in Kirishi, the Leningrad Region, Russia. The industrial park is brownfield and allows to place up to first hazard class enterprises at the site. The objective of the case is ...
Added: March 6, 2017
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