SHS Web Conf.
Volume 50, 2018The International Scientific and Practical Conference “Current Issues of Linguistics and Didactics: The Interdisciplinary Approach in Humanities and Social Sciences” (CILDIAH-2018)
|Number of page(s)||5|
|Published online||12 October 2018|
Customer-Centric Organizational Culture of the University as a Factor of Efficient Social and Economic Development of the Region
Belgorod State Technological University named after V. G. Shukhov, Department of Sociology and Management, 308012, Belgorod, Russia
2 Belgorod University of Cooperation, Economics and Law, Department of Marketing and Management, 308023, Belgorod, Russia
* Corresponding author: firstname.lastname@example.org
The paper considers the customer-centric approach to the organizational culture of the university. The study of formation and development of customer-centric organizational culture of higher educational institutions as a factor of efficient social and economic development of the region is based on the designed diagnostic model of customer-centric organizational culture of the university encompassing the following group of components: degree of formation of customer-centric organizational culture at the university at various levels (ideological, regulatory, customer-facing); degree of students’ satisfaction; degree of students’ involvement in the organizational culture of the university and outcomes of the influence of the university organizational culture on them. The customer-centric approach is considered, first as the focus of each member (employee) on the consumer (assessment of the orientation level of each participant), second, assessment of the consumer satisfaction level, allows estimating the level of consumer-focus in general without an attempt to identify orientation of every individual participant. The process of creating the additional value covers all above-mentioned levels and cannot be created with only one without taking the other into account. Therefore, it is critical to collect and make the best use of information and both real and potential consumer services.
© The Authors, published by EDP Sciences, 2018
This is an open access article distributed under the terms of the Creative Commons Attribution License 4.0 (http://creativecommons.org/licenses/by/4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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