Client-oriented Business Approach: Conceptual Model
https://doi.org/10.38050/01300105201826
Abstract
This paper focuses on the customer orientation and considers an evolution of this notion, its modern interpretation, and conceptual model of customer-centric business approach. The main goal is to identify and classify the attributes of customer-centric approach. The subject of our study is a customer-centric approach, and the objects are attributes of this approach. As a research method, we use a meta-analysis of academic papers addressing customer orientation and related concepts. The model developed contains a combination of three types of customer centricity attributes and metrics of business performance of customercentric companies. This model forms the basis for further study of customer-centric approach peculiarities in different industries, and for the evaluation of the impact of customer-centricity level on business performance.
About the Authors
O. I. Oyner
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Russian Federation
Russian Federation
E. K. Panteleeva
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Russian Federation
Russian Federation
Yu. I. Meteleva
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Russian Federation
Russian Federation
Yu. M. Tsygankova
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Russian Federation
Russian Federation
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Review
For citations:
Oyner O.I., Panteleeva E.K., Meteleva Yu.I., Tsygankova Yu.M. Client-oriented Business Approach: Conceptual Model. Moscow University Economics Bulletin. 2018;(2):94-117. (In Russ.) https://doi.org/10.38050/01300105201826
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