The role of customer service in increasing the competitive ability and competitiveness of service organizations
The essence of service and service as a product of the service business, including the core of the service, its customized variants, atmosphere, architecture and contact personnel, has been characterized. It has been found out that customer orientation is a key characteristic of a business in the se...
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| Format: | Article |
| Language: | English |
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Publishing House of the State University of Management
2020-10-01
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| Series: | Вестник университета |
| Subjects: | |
| Online Access: | https://vestnik.guu.ru/jour/article/view/2389 |
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| _version_ | 1832541729995096064 |
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| author | D. V. Akopyan I. A. Suvorov |
| author_facet | D. V. Akopyan I. A. Suvorov |
| author_sort | D. V. Akopyan |
| collection | DOAJ |
| description | The essence of service and service as a product of the service business, including the core of the service, its customized variants, atmosphere, architecture and contact personnel, has been characterized. It has been found out that customer orientation is a key characteristic of a business in the service sector and reflects a combination of understanding of its strategic vectors, its essential characteristics and the vision of the organization through the eyes of the client (internal - employee and external - consumer). It has been determined that a customer-oriented service consists in focusing attention on the customer, rather than on a product-centered marketing strategy. The components of a successful customer-oriented service have been highlighted, based on the quality of services provided, the level of accompanying service, the range of services provided and the availability of after-sales service. It has been noted that nowadays there is a shift in the relationship between sellers and buyers from onetime transactions to long-term partnership relations. |
| format | Article |
| id | doaj-art-0a0cd4a231904ff38d0c5cdc24b3a0c0 |
| institution | Kabale University |
| issn | 1816-4277 2686-8415 |
| language | English |
| publishDate | 2020-10-01 |
| publisher | Publishing House of the State University of Management |
| record_format | Article |
| series | Вестник университета |
| spelling | doaj-art-0a0cd4a231904ff38d0c5cdc24b3a0c02025-02-04T08:28:05ZengPublishing House of the State University of ManagementВестник университета1816-42772686-84152020-10-0109545710.26425/1816-4277-2020-9-54-571832The role of customer service in increasing the competitive ability and competitiveness of service organizationsD. V. Akopyan0I. A. Suvorov1State University of ManagementNP RFPLThe essence of service and service as a product of the service business, including the core of the service, its customized variants, atmosphere, architecture and contact personnel, has been characterized. It has been found out that customer orientation is a key characteristic of a business in the service sector and reflects a combination of understanding of its strategic vectors, its essential characteristics and the vision of the organization through the eyes of the client (internal - employee and external - consumer). It has been determined that a customer-oriented service consists in focusing attention on the customer, rather than on a product-centered marketing strategy. The components of a successful customer-oriented service have been highlighted, based on the quality of services provided, the level of accompanying service, the range of services provided and the availability of after-sales service. It has been noted that nowadays there is a shift in the relationship between sellers and buyers from onetime transactions to long-term partnership relations.https://vestnik.guu.ru/jour/article/view/2389businessclient orientationcompetitive abilitycompetitivenessmanagementmarket competitionmarketingservice |
| spellingShingle | D. V. Akopyan I. A. Suvorov The role of customer service in increasing the competitive ability and competitiveness of service organizations Вестник университета business client orientation competitive ability competitiveness management market competition marketing service |
| title | The role of customer service in increasing the competitive ability and competitiveness of service organizations |
| title_full | The role of customer service in increasing the competitive ability and competitiveness of service organizations |
| title_fullStr | The role of customer service in increasing the competitive ability and competitiveness of service organizations |
| title_full_unstemmed | The role of customer service in increasing the competitive ability and competitiveness of service organizations |
| title_short | The role of customer service in increasing the competitive ability and competitiveness of service organizations |
| title_sort | role of customer service in increasing the competitive ability and competitiveness of service organizations |
| topic | business client orientation competitive ability competitiveness management market competition marketing service |
| url | https://vestnik.guu.ru/jour/article/view/2389 |
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