?
Влияние клиентоориентированности на удовлетворенность клиентов российских компаний: результаты эмпирического исследования
Маркетинг и маркетинговые исследования. 2016. Т. 03. № 123. С. 168-182.
Panin V., Rebiazina V. A.
Keywords: развивающиеся рынкиcustomer satisfactionудовлетворенность потребителейcustomer orientationклиентоориентированность emerging markets
Publication based on the results of:
Gulakova O., Panin V., Rebiazina V. A., Вестник Московского университета. Серия 6: Экономика 2016 № 6 С. 87-111
Specific features of the emerging markets challenge the use of approaches designed for developed markets in emerging markets. Customer orientation as one of the key concepts of contemporary marketing requires a rethinking in the context of emerging markets. The purpose of the article is to develop a tool for a complex evaluation of the company’s ...
Added: January 19, 2017
Gulakova O., Rebiazina V. A., Вестник Санкт-Петербургского университета. Серия 8. Менеджмент 2017 Т. 16 № 3 С. 398-423
Customer orientation in the emerging markets and its specifics represent a separate field within the marketing research. The purpose of this paper is to explore the real or declared nature of customer orientation of companies operating in the Russian market as an example of the emerging economy. The paper introduces the customer oriented business process ...
Added: October 24, 2017
Smirnova M., Rebiazina V. A., Frosen J., Journal of Business Research 2018 Vol. 86 No. C P. 457-467
This study revisits one of the most widely used concepts in marketing - customer orientation (CO) - in the context of the Russian emerging market. Analysis of three sets of survey data, combined with insights from in-depth interviews with industry experts, suggest that customer orientation in the Russian market consists of two distinct dimensions: customer-centric ...
Added: February 25, 2018
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
Gulakova O., Rebiazina V. A., Смирнова М. М., Вестник Санкт-Петербургского университета. Серия 8. Менеджмент 2015 № 4 С. 39-73
The purpose of this paper is to broaden current view of customer orientation by exploring the specific forms of customer orientation in the Russian market. The investigation of the particularities of the customer orientation in Russia is in line with the current trends in marketing theory and instrument development and their adaptation to emerging markets. ...
Added: February 12, 2016
St. Petersburg : St. Petersburg State University Graduate School of Management, 2016
The conference is an important platform to exchange views on emerging markets, confirmed by the great interest from Russian and foreign researchers. In 2016 the conference was attended by more than 430 participants - representatives of 60 leading universities from Western, Central and Eastern Europe, Russia, India, and other countries. ...
Added: December 20, 2016
Tatiana Dolgopyatova, Libman A., Yakovlev A., / Высшая школа экономики. Series MAN "Management". 2016. No. 49.
This paper investigates the role of boards of directors of conglomerate subsidiaries in emerging markets. The paper based on a case study of AFK Sistema—a large diversified Russian business group including subsidiaries in 15 sectors. We show that creating corporate governance institutions at the subsidiary level can have unexpected advantages for the group as a ...
Added: January 25, 2016
Rebiazina V. A., Gulakova O., В кн. : ТРАНСГРАНИЧНЫЕ РЫНКИ ТОВАРОВ И УСЛУГ: ПРОБЛЕМЫ ИССЛЕДОВАНИЯ V Международная научно-практическая конференция. : Владивосток : Издательство ДВФУ, 2023. С. 16-20.
The concept of customer orientation (CO) emerged as an integral part of the marketing concept in the 1990s. The goal of the study is to develop CO evaluation tool, considering the specifics of the Russian market. This research illustrates the stages of CO concept evolution, describes a multi-level approach to CO understanding and a multidimensional ...
Added: December 4, 2023
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
Oyner O. K., Метелева Ю. И., Цыганкова Ю. М. et al., Вестник Московского университета. Серия 6: Экономика 2018 № 2 С. 94-117
This paper focuses on the customer orientation and considers an evolution of this notion, its modern interpretation, and conceptual model of customer-centric business approach. The main goal is to identify and classify the attributes of customer-centric approach. The subject of our study is a customer-centric approach, and the objects are attributes of this approach. As ...
Added: October 9, 2018
Muravskii D., Snezhana Muravskaia, Romanova E. et al., Emerald Emerging Markets Case Studies 2020 Vol. 10 No. 4 P. 1-12
This study enables to critically assess: what constitutes the consequences of a financial crisis to a multi-national enterprise operating in the emerging market of Russia; the decision-making processes behind crisis management and the corresponding search for informational grounds to be used as decision justification; and the role of sustainable development in times of crisis.
Case overview/synopsis
During ...
Added: November 26, 2020
Gulakova O., Вестник Московского университета. Серия 6: Экономика 2021 № 2 С. 73-117
Customer orientation as one of the mainstream concepts of contemporary marketing has been actively developed since 1990s. The purpose of the article is to develop a conceptual model of customer orientation relationships in a company based on a systematic analysis of existing studies and their adaptation to practical use. As a result of the analysis, ...
Added: May 20, 2021
Gulakova O., Rebiazina V. A., Смирнова М. М., Russian Management Journal 2019 Vol. 17 No. 1 P. 71-96
While the field of customer orientation (CO) has been studied extensively since the 1990s,
there have hardly been any attempts to revisit the concept for the specifics of B2B markets,
especially in the context of emerging economies. This paper explores the peculiarities of B2B
firms’ CO on the example of Russia. The empirical survey of 272 Russian B2B ...
Added: August 27, 2019
Латуха М. О., Selivanovskikh L., Вестник Санкт-Петербургского университета. Серия 8. Менеджмент 2016 № 3 С. 54-81
The article considers the peculiarities of talent management in Russian, Indian and Chinese companies operating in the field of information technology. Nowadays, organizations from emerging economies face increasing competition, which forces them to seek additional competitive advantages to ensure their leading position in the global environment. Due to this increase in competition and demand for highly qualified personnel in ...
Added: January 26, 2021
Daviy A., Rebiazina V. A., Смирнова М. М., Вестник Санкт-Петербургского университета. Серия 8. Менеджмент 2018 Т. 17 № 1 С. 69-98
The role of e-commerce in the economic growth is constantly increasing; its development though depends on some limiting and driving factors. This paper investigates limiting and driving factors that influence e-commerce market development in Russia from the consumer perspective. To identify limiting and driving factors of the Russian e-commerce market development from the consumer perspective ...
Added: October 19, 2017
Bykova A., Molodchik M., Шамилова Е. Г., Прикладная эконометрика 2017 № 45 С. 50-74
This study is devoted to the analysis of ownership concentration as the mechanism of corporate governance and its impact on corporate performance. We estimated the concentration through the Herfindahl-Hirshman Index, whereas corporate performance indicators are measured trough ROA and Tobin’s Q. Based on the data of Russian public companies during 2004-2013 years, we found out ...
Added: February 21, 2017
Rebiazina V. A., Smirnova M. M., Daviy A., Russian Management Journal 2020 Vol. 18 No. 1 P. 5-28
E-commerce market development depends on the configuration of factors which both enable its further development, but might as well hinder its adoption by consumers. In particular, emerging markets provide numerous opportunities for e-commerce; however, they are also associated with specific barriers, limiting the potential for fully exploiting these opportunities. With an Internet audience of 93 ...
Added: May 19, 2020
Oyner O. K., Panteleeva E., Управленец 2019 Т. 10 № 2 С. 11-20
The research provides the theoretical ground of customer centricity attributes and discusses their popularity among FMCG companies in Russia. The methodology rests upon theoretical principles of strategic marketing, the findings of the studies conducted by global consulting agencies and holding marketing research. In academic publications, there is still no single approach to understanding the concept ...
Added: May 16, 2019
Oyner O. K., Метелева Ю. И., Цыганкова Ю. М., Вестник Московского университета. Серия 6: Экономика 2018 № 2
This paper focuses on the customer orientation and considers an evolution of this notion, its modern interpretation, and conceptual model of customer-centric business approach. The main goal is to identify and classify the attributes of customer-centric approach. The subject of our study is a customer-centric approach, and the objects are attributes of this approach. As ...
Added: February 28, 2018
Libman A., Dolgopyatova T. G., Yakovlev A. A., Journal of Management Inquiry 2020 Vol. 29 No. 2 P. 188-205
This article investigates the role of boards in founder-managed firms with concentrated ownership in emerging markets. The literature frequently suggests that in this type of companies, boards have little influence on the corporate decision making. The article conducts a case study of AFK Sistema—a large Russian founder-managed firm with concentrated ownership. We observe that, contrary to the expectations, in this company, the founder provided ...
Added: April 23, 2018
Daviy A., Rebiazina V. A., Смирнова М. М., Journal of Theoretical and Applied Electronic Commerce Research (Chile) 2018
The role of e-commerce in economic growth is constantly increasing; its development though depends on the configuration of the limiting and driving factors. Emerging markets provide a wide space and numerous opportunities for e-commerce, however they are also associated with specific barriers, limiting the potential for fully exploiting these opportunities. With the internet audience of ...
Added: October 19, 2017
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
CEIBS - China Europe International Business School, 2018
Added: March 30, 2018
Libman A., Dolgopyatova T. G., Yakovlev A. A., / Высшая школа экономики. Series MAN "Management". 2014. No. 29.
This paper investigates the role of boards in founder-managed firms with concentrated ownership in emerging markets. The existing literature suggests that this type of company, even if they decide to recruit high-profile individuals as directors, rarely empowers the boards in the corporate governance structure. The paper conducts a case study of AFK Sistema—a large Russian ...
Added: December 26, 2014