VolRC RAS scientific journal (online edition)
09.05.202405.2024с 01.01.2024
Page views
Visitors
* - daily average in the current month
RuEn

Journal section "Socio-humanitarian research"

Customer Centricity Concept in Russian Higher Education: Implementation Practice and Expansion Prospects

Balatsky E.V., Ekimova N.A.

Volume 9, Issue 2, 2023

Balatsky E.V., Ekimova N.A. (2023). Customer Centricity Concept in Russian Higher Education: Implementation Practice and Expansion Prospects. Social area, 9 (2). DOI: 10.15838/sa.2023.2.38.6 URL: http://socialarea-journal.ru/article/29645?_lang=en

DOI: 10.15838/sa.2023.2.38.6

Abstract   |   Authors   |   References
  1. Aguilar J. (2013). The perception of security and confidence in public institutions. Baseline for the partnership for growth joint country. Action plan. Available at: https://pdf.usaid.gov/pdf_docs/PNAEA859.pdf (accessed: December 23, 2022).
  2. Balatsky E.V., Ekimova N.A. (2015). The experience of ranking Russian economic journals. Voprosy ekonomiki, 8, 99–115. DOI: 10.32609/0042-8736-2015-8-99-115 (in Russian).
  3. Bogatyreva T.G., Martynova S.E. (2022). Implementation of customer-centric values in the government work: Conceptual approaches and tools. Srednerusskii vestnik obshchestvennykh nauk=Central Russian Journal of Social Sciences, 17(3), 42–70. DOI: 10.22394/2071-2367-2022-17-3-42-70 (in Russian).
  4. Gangl K., Hofmann E., Hartl B., Berkics M. (2020). The impact of powerful authorities and trustful taxpayers: Evidence for the extended slippery slope framework from Austria, Finland, and Hungary. Policy Studies, 41(1), 98–111. DOI: 10.1080/01442872.2019.1577375
  5. Hennig-Thurau T. (2004). Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 1 (5), 460–478. DOI: 10.1108/09564230410564939
  6. Isupova I.N. (2009). Multifunctional centers as the main mechanism for improving the efficiency of providing public services to the population in Russia. Obshchestvo: politika, ekonomika, pravo=Society: Politics, Economics, Law, 1-2, 12–18 (in Russian).
  7. Ivanyna M., Shah A. (2010). Citizen-centric governance indicators: Measuring and monitoring governance by listening to the people and not the interest groups. Policy Research Working Paper, no. WPS 5181. World Bank. Available at: https://openknowledge.worldbank.org/handle/10986/3699 (accessed: December 23, 2022).
  8. Kotlyarova O.V., Baranov A.V. (2022). Principle of client centrality in the process of personnel training in the public service. Gosudarstvennoe i munitsipal'noe upravlenie. Uchenye zapiski=State and Municipal Management. Scholar Notes, 3, 41–48. DOI: 10.22394/2079-1690-2022-1-3-41-48 (in Russian).
  9. Krysenkova N.B., Chursina T.I., Leshchenkov F.A. (2020). Application of digital technologies in the concept of open government in foreign countries. Zhurnal zarubezhnogo zakonodatel'stva i sravnitel'nogo pravovedeniya=Journal of Foreign Legislation and Comparative Law, 4, 67–79. DOI: 10.12737/jflcl.2020.032 (in Russian).
  10. Leonteva V.V. (2018). Customer-oriented approach to municipal services. Munitsipalitet: ekonomika i upravlenie=Municipality: Economics and Management, 2(23), 20–30 (in Russian).
  11. Leontieva L.S., Smirnova V.V. (2022). Citizen-centricity as a formation factor of the reputational resources quality in public administration system (domestic and foreign experience). Vestnik Moskovskogo un-ta. Ser. 21. Upravlenie (gosudarstvo i obshchestvo)=Moscow University Bulletin. Series 21. Public Administration, 3, 3–20 (in Russian).
  12. Levitt B.S., Gawronski V.T., Hoberman G., Olson R.S., Sandoval V. (2019). Public perceptions of code enforcement and safer buildings in Latin America and the Caribbean. Natural Hazards Review, 20(4), 04019009. DOI: 10.1061/(asce)nh.1527-6996.0000333
  13. Linnik O.V., Ozharovskii A.V., Shklyaruk M.S. (2020). Klientotsentrichnyi podkhod v gosudarstvennom upravlenii: Navigator tsifrovoi transformatsii [Customer-Centric Approach in Public Administration: Navigator of Digital Transformation]. Moscow: RANKhiGS pri Prezidente RF.
  14. Ljungholm D.P. (2019). Regulating government and private use of unmanned aerial vehicles: Drone policymaking, law enforcement deployment, and privacy concerns. Analysis and Metaphysics, 18, 16–22. DOI: 10.22381/AM1820192
  15. Mazein A.V. (2022). Principles and standards of client-centered public administration. Yuridicheskaya gnoseologiya, 3, 58–63 (in Russian).
  16. Nikitenkova M.A. (2017). The experience of e-government development in Canada: The effectiveness of the tools of electronic form of interaction before the traditional one. In: Akimov Yu.G., Minkova K.V (Eds.). 150 let Kanadskoi Federatsii: ot Britanskogo dominiona k global'nomu igroku: mat-ly Shestykh Kanadskikh chtenii [150 Years of the Canadian Federation: From a British Dominion to a Global Player: Proceedings of the Sixth Canadian Readings]. Saint Petersburg: SKIFIYa-print (in Russian).
  17. Rosenbaum М.S., Otalora M.L., Ramírez G.C. (2017). How to create a realistic customer journey map. Business Horizons, 60(1), 143–150. DOI: 10.1016/j.bushor.2016.09.010
  18. Savtsova A.V., Patsenko O.N., Zargaryan Z.S., Deich Yu.R. (2022). Client-centric transformation of pension provision in the context of digitalization. Vestnik Severo-Kavkazskogo federal'nogo un-ta=Newsletter of North-Caucasus Federal University, 2(89), 111–119. DOI: 10.37493/2307-907X.2022.2.14 (in Russian).
  19. Sladkova N.M., Voskresenskaya O.A. (2021). Standardization and digitalization of personnel processes in public authorities considering the principle of customer-centricity. Gosudarstvennaya sluzhba=Public Administration, 23(5)(133), 80–91. DOI: 10.22394/2070-8378-2021-23-5-80-91 (in Russian).
  20. Yuzhakov V.N., Dobrolyubova E.I., Pokida A.N., Zybunovskaya N.V. (2022). Are state enforcement activities client centric? Citizens’ perspective. Voprosy gosudarstvennogo i munitsipal'nogo upravleniya=Public Administration Issues, 3, 38–60. DOI: 10.17323/1999-5431-2022-0-3-38-60 (in Russian).
  21. Раrаsurаmаn А.А., Zeithaml V.A., Berry L.L. (1985). Conceptual model of service quality and its implications fоr furthеr research. The Jоurnаl оf Marketing, 49(4), 41–50. DOI: 10.2307/1251430

Article views

all: , this year: , this month: , today:

Article downloads

all: , this year: , this month: , today:

View full article