Characteristics of the modern client-oriented policy in service: the Russian experience

The questions related to clientoriented policy in the service sector are of particular importance, since its development and implementation determine the conditions to ensure the ability to meet the needs of the consumer service, quality services, as well as economic and social growth of the organization. The authors develop guidelines and concept of modern clientoriented policy in the service sector providing the service functions dominant development. At the same time, clientoriented policy research and assessment in quantitative and qualitative terms, describes the most relevant aspects of service quality, customer loyalty, as well as strategic priorities for the competitiveness service businesses in Russian practice. The purpose of this article is to study features the modern clientoriented policy and its specificity in the enterprises of sphere of services through practical example and formulate proposals for its improvement. Research results of clientoriented policy as integrated indicator and elements: statistical observation using the example of the health resort organizations, evaluating the implementation of service standards, the level of satisfaction customers can identify different problems and justify priorities for clientoriented policy as the strategic development of the company. The implementation of effective policies to solve the problem of enhancing customer satisfaction and loyalty, reverse seasonality of services, expand your customer base and increase profits of the organization Field of application: results of studying clientoriented policy on service industries, have relevance for future research: acquiring new information (knowledge) for updating the customer satisfaction in the service functions and strategic development service organization.