Yarkova S.A., Danilova A.S., Anisimova N.A., Yakimova L.D.Published in:
Russian Journal of Labor Economics
– Volume 5, Number 3 (July-September 2018)

JEL classification: M50, M53, M59

Keywords: assessment of client-oriented personnel, client-oriented, client-oriented approach, client-oriented personnel


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Abstract:

The article describes the essence сlient-oriented approach in the enterprise, the introduction of this approach through the personnel. The questionnaire method was used to assess the customer-oriented personnel. For develop the questionnaire uses the experience Gulakova O. V., Rebyazina V. A., Smirnova M. M. On the basis of comparative characteristics, a comprehensive scale is proposed, taking into account such factors as taking into account the hidden needs of customers in the development of new products, value for the customer, the importance of satisfaction, customer interests, customer orientation. It is further proposed directly to the development and implementation of the questionnaire, which is based on this scale, with further approval for the subdivision of "RZD".

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