Published in «Russian Journal of Entrepreneurship»11 / 2018
DOI: 10.18334/rp.19.11.39581

Trade services quality as a factor of competitiveness in the era of globalization

Deputatova Elena Yurevna, Plekhanov Russian University of Economics, Russia

Zvereva Anna Olegovna, Plekhanov Russian University of Economics, Russia

Качество торгового обслуживания как фактор конкурентоспособности в эпоху глобализации - View in Russian

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Abstract:
Determining the degree of satisfaction with the quality of customer service is an important strategic task of trade organizations. The modern consumer has become more demanding both to the goods and services themselves and to the quality of their provision. His choice is more balanced, rational in spending. At the same time, the relationship of retail trade organizations with customers is influenced by global macroeconomic trends, including the popularization of the electronic environment. The availability of trade offers and loyalty programs in the electronic environment, social networks are integral components that affect the overall impression of customers and determine the quality of service.
The quality and culture of service determine the desire of the consumer to go to the store, to return there again, to make a purchase, and therefore affect the efficiency of trading companies.
The relevance of the topic of this article is due to the concretization of indicators and methods by which you can assess the quality of trade services as a factor of competitiveness.

Keywords:

consumer behavior, methods of assessment of quality of service, quality of trade service, trade service

JEL-Classification: D12, F01, L81

Citation:
Deputatova E.Yu., Zvereva A.O. (2018). Trade services quality as a factor of competitiveness in the era of globalization [Kachestvo torgovogo obsluzhivaniya kak faktor konkurentosposobnosti v epokhu globalizatsii]. Russian Journal of Entrepreneurship, 19(11). (in Russian). – doi: 10.18334/rp.19.11.39581.


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Issledovanie: 43% rossiyskikh riteylerov schitayut razvitie IT klyuchevym dvigatelem biznesaRetailLoyalty. (in Russian). Retrieved from https://new-retail.ru