title: Ð¤Ð¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð¾ÑÐ¸ÐµÐ½ÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð½Ð¾ÑÑÐ¸ ÑÐ°ÑÑÐ½ÑÑ Ð¼ÐµÐ´Ð¸ÑÐ¸Ð½ÑÐºÐ¸Ñ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¹
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¼Ð°Ð³Ð¸ÑÑÑÐ°
titleType: Subtitle
title: Formation of customer focus of private medical organizations
Creators: name: ÐÐ²Ð°Ð½Ð¾Ð²Ð°, ÐÐ»ÐµÐºÑÐ°Ð½Ð´ÑÐ°
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2023
Subjects: ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð¾ÑÐ¸ÐµÐ½ÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð½Ð¾ÑÑÑ
ÑÐ°ÑÑÐ½Ð°Ñ Ð¼ÐµÐ´Ð¸ÑÐ¸Ð½Ð°
Ð¼Ð°ÑÐºÐµÑÐ¸Ð½Ð³Ð¾Ð²ÑÐµ ÐºÐ¾Ð¼Ð¼ÑÐ½Ð¸ÐºÐ°ÑÐ¸Ð¸
ÑÐ¼Ð¾ÑÐ¸Ð¾Ð½Ð°Ð»ÑÐ½ÑÐ¹ Ð¸Ð½ÑÐµÐ»Ð»ÐµÐºÑ
Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ð¸ Ð¼ÐµÐ´Ð¸ÑÐ¸Ð½ÑÐºÐ¸Ñ ÑÑÐ»ÑÐ³
Ð¼Ð°ÑÐºÐµÑÐ¸Ð½Ð³ Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸Ð¹
customer orientation
private medicine
marketing communications
emotional intelligence
medical service consumers
relationship marketing

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description: The subject of the graduate qualification work is Â«Formation of customer orientation of private medical organizationsÂ». The given work is devoted to the development of methods for a comprehensive assessment of customer orientation in interaction with consumers of medical services, including the manifestation of emotional intelligence. In the process of this research, the following tasks were solved: 1. Description of the conceptual apparatus of relationship marketing, customer orientation and emotional intelligence, the establishment of appropriate relationships. 2. Determination of the specifics of the Russian medical business. 3. Analysis of the client journey and expectations of consumers of paid medical services on the example of the company Â«HemotestÂ», as well as the experience of using client-oriented approach among competitors in the laboratory diagnostics segment. 4. Formation of a customer-oriented standard for private medical organizations. 5. Development of methods for assessing customer orientation: a system of indicators using the example of a specific medical organization, the rules for working with customer reviews, assessing emotional intelligence and analyzing marketing communications. The work was carried out at the Higher School of Service and Trade of the Federal State Autonomous Educational Institution of Higher Education Â«SPbPUÂ». In the course of the work the essence of relationship marketing, the role of customer orientation and emotional intelligence in the system of relations of a medical organization, the specifics of the medical business in Russia, the points of contact and consumer expectations from visiting the clinic, the experience of customer orientation of medical companies were considered. In addition, a standard for customer orientation of a private medical organization was formed using the roadmap method. The result of the work was the development of methods for assessing customer orientation for various types of communications using the following methods: Â«Mystery ShopperÂ», customer experience metrics, rules for working with customer reviews, testing and developing emotional intelligence competencies among employees.