Managing client behavior of the organization's staff
Киселева М.М.1
1 Новосибирский государственный технический университет
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Journal paper
Russian Journal of Entrepreneurship *
Volume 18, Number 11 (June 2017)
* Этот журнал не выпускается в Первом экономическом издательстве
Please, cite as:
Kiseleva M.M. Upravlenie klienturnym povedeniem personala organizatsii // Rossiyskoe predprinimatelstvo. – 2017. – Tom 18. – № 11. – S. 1829-1836. – doi: 10.18334/rp.18.11.37843.
Abstract:
The article considers the current issues of formation of client behavior using the example of trade organizations. Client behavior management includes the assessment of the behavioral types and diagnosis of behavioral attitudes of staff to clients of the organization. The assessment of client behavior and behavioral attitudes of staff is based on the use of organizational behavior models. Systematic approach is at the heart of client behavior management. Recommendations for management of client-oriented behavior of staff are oriented on managers, HR managers, teachers, university students.
Keywords: client behavior, anti-client behavior, selective-client behavior, pseudo-client behavior, behavioral attitudes
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