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Client-oriented: components and features of implementation in the university


Dmitrieva N.V., Gabinskaya O.S.
(about the authors)

Dmitrieva Natalya Vladimirovna – (Russian University of Economics named after G. V. Plekhanova – (branch) Kemerovo Institute)

Gabinskaya Olga Sergeevna – (Russian University of Economics named after G. V. Plekhanova – (branch) Kemerovo Institute)

Published in:
Creative Economy
– Volume 12, Number 6 (June 2018)

JEL classification: I20, I23, I29

Keywords: business processes, client, customer-oriented, product / service, standards


Citation:
Dmitrieva N.V., Gabinskaya O.S. (2018). Client-oriented: components and features of implementation in the university. Creative Economy, 12(6), 865-876. doi: 10.18334/ce.12.6.39180


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Abstract:

The results of the study of the term "client orientation" proposed by Russian authors are outlined, the specificity of client orientation in the market of educational services is noted. The paper considers the main components of customer orientation: product / service, business processes, personnel. The main role of standards in the client-oriented system of the enterprise was defined and their content was studied. The features are revealed from the point of view of their implementation in an educational institution (higher education).







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