Новые подходы к управлению клиентским опытом и принятию решений в сфере услуг

Л. В. Хорева; Г. В. Каныгин; Н. И. Жабина

Authors

L. V. Khoreva St. Petersburg State University of Economics
G. V. Kanygin Sociological Institute of the Russian Academy of Sciences, branch of the Federal Scientific Research Center of the Russian Academy of Sciences
N. I. Zhabina St. Petersburg State University of Economics

Keywords:

service industry, experience economy, decision making, customer experience, consumer concession, niche tourism

Abstract

The article examines tourism services as an important component of the modern service sector; it is shown that tourism is one of the key areas of the experience economy, and the product offering in this market today is built taking into account the individual needs and unique client experience of an individual tourist; It is shown that customer experience management has become firmly established in the activities of customer-centric companies. The article examines the concept of consumer concession and shows that as a mechanism for creating a positive consumer experience for the company, one should try to minimize the consumer concession that the client is ready to make while remaining loyal to the company. The article proposes four ways to reduce consumer concessions in the field of tourism services and proposes a sequence of steps to form a positive decision about the tourist purchasing the offered service.

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Author Biographies

L. V. Khoreva, St. Petersburg State University of Economics

Doctor of Economics Sciences, Professor, Professor of the Department of Economics and Management in the Service Sector
G. V. Kanygin, Sociological Institute of the Russian Academy of Sciences, branch of the Federal Scientific Research Center of the Russian Academy of Sciences

Doctor of Sociological Sciences, leading researcher in the sector of history of Russian sociology
N. I. Zhabina, St. Petersburg State University of Economics

master's student of the program "Business Management in the Service Economy"

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