مقالههای Larisa Evgenyevna Druchevskaya
توجه: محتویات این صفحه به صورت خودکار پردازش شده و مقالههای نویسندگانی با تشابه اسمی، همگی در بخش یکسان نمایش داده میشوند.
نویسنده(ها): Tatyana Mikhaylovna Krivosheyeva، Natalya Leonidovna Sultaevaa، Larisa Evgenyevna Druchevskaya
اطلاعات انتشار: World Applied Sciences Journal، سي ام،شماره۱، ۲۰۱۴، سال ۰
تعداد صفحات: ۳
In the abstract they consider the findings of the research concerned with the detection of the new forms of attracting the tourist’s interest in the conditions of saturation of the modern market for services including tourist ones. Under such conditions the CEM concept (Customer Experience Management) gains steam. At the initial stage of research the procedural and analytical framework included the ideas established in the paper “More than satisfaction: evaluation and management of the customers’ impressions” published by the Verint Systems Inc. in 2010. According to Helen Murray, the director of Consulting, more than half of those surveyed (56%) confirmed that there is a way to improve the customers’ impressions. In addition, about quarter of the respondents (27%) believes that in order to gain the victory it is needed to move further on since improvement of the customers’ impressions yet does not mean the end. This process shall be considered as the result of efforts to manage the customers’ behavior generating the most valuable business assets– loyalty, recommendations and profit. Within the framework of development of theory and skills of the customers’ behavior management it becomes even more obvious that for a modern tourist the so called “concept” of a tourism product gains in importance and not only its content in the conventional form, i.e., well–ordered task–oriented assembly of services provided by the tour operators, travel agencies, transport companies, hospitality and catering systems, entertainment enterprises, etc. The subject of the study was represented by the “conceptual” tourism products the core of which is constituted by the cooking schools and their services. .
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