Problems of assessing customer orientation in service sector organizations and ways to solve them

The article lists the main problems concerning the evaluation of customer focus in service organizations, describes the reasons of issues, justifies the necessity and the possibility of solving the problems through the development of customer-oriented strategies and regulatory documents, as well as through conducting research and training for the employees of customer services. Recommendations concerning the structure of corporate service quality standard, as well as the development of training cases on failure situations in customer service, are given. The author uses the materials of the leading banks and aviation enterprises to justify the conclusion.

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