Client Orientation Research Articles

Business model of international consulting: main characteristics and elements

Based on the analysis of the essence and modern types of business models of enterprises, the basic professional service business model of the international consulting "Consultant" and reveals its main characteristics is substantiates: the B2B model, the modification of the "Producer" business model, the integration of elements of service and digital business models, customer orientation. Based on the Business Model Canvas, the main components of the basic business model of international consulting are revealed: key partners: partner intra-service and inter-service networks of the consulting firm; key activity: providing professional assistance to business organizations in solving problems of international economic activity; key resources: intellectual human, organizational, market; value proposition: the value services of international consulting for the client; relations with clients: client orientation, client-centricity, positive client experience, cooperation between consultants and clients at all stages of the consulting process; channels: omnichannel, cross-channel communications; customer segments: target audiences, customer networks; cost structure; income streams. Client networks as a component of the basic business model of international consulting are characterized and measures to optimize them are disclosed: forming a loyal attitude of clients to the consulting firm, consultants, and services; accumulation and protection of a network of regular customers; forming a positive customer experience; improving the efficiency of consultant-client relations; development of omnichannel provision of professional assistance to clients; ensuring client orientation of the personnel of the consulting firm; management of the value and quality of consulting services; introduction of new consulting services and technologies based on consulting innovations.

Stakeholders self‐organization and adaptive governance in social enterprises: Membership representation, worker control and client orientation

AbstractThe article uses elements of complexity theory, social systems theory, and new institutionalism to analyse stakeholder self‐organization in Italian non‐profit social enterprises. Organizational development goes through an evolutionary process of trial and error, in which stakeholder self‐organization produces governance rules and routines to achieve adaptation and resilience in a changing socioeconomic environment. Survey data regarding social cooperatives, which are prevalent in Italy as a form of social enterprise, display how diverse stakeholders engage in self‐organization and self‐positioning within key governance bodies of membership and board of directors. The results demonstrate that in the absence of investor ownership, producers, especially paid staff but also volunteer workers, assume the main responsibility for decision‐making and control. Client orientation, the production of economic and social value in favour of customers and users, is achieved in a context of high relational intensity through participation in the co‐production and co‐creation of services, as well as the pooling of non‐commercial resources and favourable price discrimination, less through participation in decision‐making and control. This emerging evolutionary pattern can support the development of new organizational and business models for social enterprises.

Developing the Interprofessional MyTeam Model with Clients and Professionals in Social and Health Care Services

Background: Clients with complex life situations and increased health problems are often bounced between different services because they need services which are provided by different organizations and professionals (Manning & Gagnon 2017, Blumenthal et al 2016). The client-oriented approach means that professionals are combining their competencies and working together based on clients’ needs. To strengthen the interprofessional co-operation it is necessary to develop practical model for professionals. Health and social service reform in Finland also aims to improve multi-sectoral cooperation for better quality of care, equality, and lower costs (Health and Social Services Reform 2022).
 Aim and implementation of the project: The aim of this project is to further develop a practical model for interprofessional cooperation to meet clients´ complex needs. The origin of this model is from geriatric health care. The project aimed to expand the original concept to wider customer groups.
 The phases of the project were following: 
 A.Four working groups were formed which were led by the project manager.
 B.Education and workshops were offered for professionals and service managers to gain understanding about the interprofessional cooperation with clients and systemic approach in teamwork.
 C.Recruiting clients to pilot-test and evaluate the new model.
 D.Modify the model based on the experience from pilot-testing. 
 The phases were overlapping, and the model was developed in all phases.
 Results: The clients who participated to test the model experienced that their situation and problems were taken more seriously, and they got more comprehensive assistance and support in their life. The professionals were relieved because the responsibility of complex clients’ situations became shared between professionals. The service plan was written in every meeting with clients and professionals. The customer-oriented, systemic MyTeam-practical model for interprofessional cooperation was established, as well as instructions for documenting the clients´ service planning, quality monitoring guide for MyTeam-practical model and material for clients.
 
 
 Conclusions: To promote fluent working between different professionals for the clients best, requires agreed working methods in client orientation, competence in interaction and skillful management to lead interprofessional working groups (Timperi 2022). The clients´ and professionals´ experiences are valuable, when developing interprofessional work. With interprofessional teamwork it is possible to avoid overlapping and separate plans, which are not promoting but hindering clients´ complex life situations. In the future it is necessary to explore the effectiveness of MyTeam-practical model.

Marketing Сommunication during the Crisis: Strategies for Customer Recovery and Retention

"During an economic crisis, customers’ purchasing ability decreases, and company revenues become unpredictable. However, the crisis is not always a negative phenomenon and a profit decline but a chance to improve the company’s performance. Innovativeness, client orientation, customer retention, and close interaction with them are key to business development success. The article complemented the theoretical aspects of crisis management. It also substantiates the importance of strategic marketing and the formation of marketing strategies in crisis management. The authors highlighted the causes of customer outflow and the increasing importance of customer retention. The paper identified and substantiated the basic principles and methods of building an anti-crisis marketing strategy for customer recovery and retention. The authors indicated the main goal of the strategy, which is to increase profits and reduce the cost of attracting new customers. They also described the indicators for evaluating the customer retention process. The study analyzed the concepts, strategies, and tools for customer recovery, retention, and acquisition and identified their features. Their application in the practical activities of a company during a crisis period was grounded in overcoming crises and promoting successful company operations in the current and future periods."

Integrated care competencies and their association with cross-cultural competence among registered nurses: A cross-sectional questionnaire survey.

To examine the association between the integrated care competencies and cross-cultural competence of registered nurses prior to the integration of social and healthcare services in Finland. A descriptive correlational cross-sectional questionnaire survey was conducted. A simple random sample of 10,000 registered nurses was drawn from the Finnish Central Register of Valvira (National Supervisory Authority for Welfare and Health); 7000 of them were sent the online questionnaire, and a total of 1232 registered nurses participated in the study. We collected data using background questions, revised versions of the Competent Workforce for the Future tool in the four domains of client orientation, responsibility for personal or relative's welfare, fluency and clarity of services and access to the services and of the Cross-Cultural Competence of Healthcare Professional tool in the four domains of motivation/curiosity, attitude, skill and emotion/empathy. Participants demonstrated a high level of integrated care competencies (mean = 4.00, SD ± 0.49). An association was observed between integrated care competencies and their domains of skills, motivation/curiosity, emotions/empathy, and cross-cultural competence (p < 0.001). Female sex, older age, more working experience, employment in the private sector, and higher self-rated competence for working in a multicultural environment were positively associated with higher integrated care competencies. It is recommended that nurse managers and nurse educators emphasize the development of registered nurses' cross-cultural competence alongside integrated care competencies to meet the needs of different individuals and communities when providing integrated care. Finnish registered nurses including all types of nurses, midwives and paramedics working the public and private healthcare, were involved in this study by responding to the online survey.

Transformation of extracurricular education in post-Soviet countries: from universal access to inequality

Broad access to educational services and a universal enrolment policy were declared crucial elements of the Soviet extracurricular education model. After the collapse of the Soviet Union, the process of transforming the Soviet model of extracurricular education began. This process included changes in management and financing mechanisms, the structure and scope of the network, and content and ideas. These changes have had a significant negative impact on the equality of opportunities for children in terms of participating in extracurricular activities.The main purpose of this paper is to analyse the above-mentioned inequality in different aspects: territorial, gender and socio-economic. We are also interested in the representation of this problem in the educational policy agendas of post-Soviet countries. We use three data sources: regulation documents, national and departmental statistics, and semi-structured interviews with leading experts and heads of national organisations of extracurricular education in all 15 countries of the former Soviet Union. In addition, we identify common and specific features in the structure and factors of inequality in extracurricular education in post-Soviet countries. Despite the general increase in inequality, we observed increased client orientation and inclusivity in the extracurricular sector. We also note the trend of expanding access opportunities in some countries. We discuss the role of extracurricular educational inequality as a part of broader educational and socio-economic formation and development of inequality in the post-Soviet space.

DIGITAL ENTREPRENEURSHIP STRATEGY IN ONLINE BUSINESS COMPANIES IN WEST JAVA

The goal of this study is to ascertain how digital entrepreneurship strategies are applied by online business organizations in West Java from an Islamic perspective. This is a field research with a qualitative approach and descriptive qualitative approaches. Data were gathered through interviews, observations, documentation, and literature searches. Data analysis approaches make use of inventory or data collection, identification, analysis, and interpretation. The study's conclusions show that the four tenets of client orientation, transparency, fair competition, and fairness serve as the foundation for the digital entrepreneurship strategy employed by online business firms in West Java. The customer-oriented philosophy is first put into practice by providing polite, soft, and friendly service and by always being prepared to offer solutions. Second, the concept of openness is put into practice, and product specifications are truly communicated. Third, the idea of fair competition is put into practice through prompt delivery, no-cost advice, special offers, and higher-quality products. Fourth, the concept of fairness is put into practice by treating customers fairly and providing them with benefits.&#x0D; &#x0D;

МОДЕЛЬНА ОЦІНКА ЕФЕКТИВНОСТІ РЕКЛАМНОЇ КАМПАНІЇ В УМОВАХ ЦИФРОВІЗАЦІЇ

The article is devoted to the study of modern changes in advertising campaign processes in the conditions of digital transformation. A methodology for evaluating the results of an advertising campaign is proposed, which is based on the assumption of a synergistic nature of this process.It has been established that a multi-channel advertising campaign that does not involve a strong integration of individual channels (additive interaction) is not effective enough in some cases. Such an actual organizational form of an advertising campaign as an omnichannel campaign, the implementation of which allows influencing such important results as market share and, as a result, profit, due to greater client orientation (satisfaction of client needs), is studied in detail. The in-depth integration of omnichannel advertising campaign processes was reflected in the multiplicative form of the interaction model. It is characterized by the high efficiency of joint sustainable development even in situations when one of the advertising channels works with less efficiency. This can be explained by the emergence of a pronounced synergistic effect, which is consistent with the results of research by other scientists and practitioners and confirms the effectiveness of omnichannel advertising campaigns. Keywords: advertising campaign, multi-channel advertising campaign, omni-channel advertising campaign, digitalization, efficiency.

Корпоративна культура, орієнтація на клієнта, інновації як функції менеджменту та базові передумови ефективності бізнесу

Abstract. Introduction. The article examines customer orientation and innovation as components of corporate culture and management functionality. Purpose. The degree of orientation to the consumer, his involvement in the process of development and implementation of innovations, a realistic assessment of the management of the company's focus on the client are considered as the main factors influencing business efficiency. Results. Attention is focused on the interrelationships between the type of corporate culture, the degree of its innovativeness and customer orientation, on the one hand, and the innovativeness of products or services, on the other. Attention is paid to the analysis of research on customer orientation and innovativeness of companies operating in foreign markets, a certain systematization of the results of these studies is carried out. Consumers are considered as direct participants in the process of development and implementation of innovations at all its stages. The main consequences of insufficient customer orientation are analyzed - insufficient and excessive innovativeness of products and services. Since the second one manifests itself more in modern situation, a rather vivid illustration of it using the example of products of IT Companies is provided. Emphasis is placed on differences in assessments of client orientation of managers and consumers, overestimated self-esteem of management. Conclusions. Recommendations on strengthening the orientation of business structures on the client and balancing the level of innovativeness of products and services with the needs of the client are formulated: constant monitoring of the needs of consumers and clients; effective communication with them at all stages of development of innovative product ; "innovative enlightenment" for "pulling up" the consumers to the level of innovation of products or services. Implementation of these recommendations requires significant changes in corporate culture.

РОЗВИТОК НЕОБАНКІНГУ В ЄВРОПІ ТА УКРАЇНІ

The article examines the state of development of neobanking in Europe, highlights the advantages and disadvantages of the most famous European neobanks N26 and Revolut, investigates the reasons for the popularization of neobanking in EU countries. It found that consumer demand for digital customerentric banking services has led to a rapid growth in the number of neo-banks around the world. The main prerequisites and reasons for the development of modern banking in Ukraine, the state of readiness of the population to use the services of neobanks and the current domestic digital banks are determined. It was established that, despite a significant decrease in the number of branches in Ukraine, the assets of the banking sector continue to grow every year. The reasons for the popularity of Monobank, the largest non-bank of Ukraine, have been clarified, including: low tariffs; modern effective advertising, including targeted advertising; clear client orientation; modern humor, use of stickers; convenient cashback of expenses; payment of utility services without commission; CVC2 dynamic code for protection against fraudsters, etc. The main risks of innovative banking institutions at this stage of development are identified, including technological failures, cyber-attacks and data misuse. The advantages of neobanks over traditional banking institutions are highlighted (simplification of the service provision procedure, lack of paper document flow and physical contact; use of new tools; time saving and convenience for clients; round-the-clock access to a wide range of services). The main reasons for restraining their development in Ukraine are highlighted, including the expensive creation and promotion of applications and various programs and sites necessary for customer service; significant costs for the development of reliable protection against cybercriminals and viruses; during problems with the server, work with accounts and documents may stop indefinitely; mistrust of a large part of the population in neobanks due to low financial literacy. It was found that digital innovations have become the key factors of competition in the market and the fight for each client.

OP34 Horizon Scanning A Matter Of Collaboration. A Description Of The Processes Of I-HTS Member Organizations

IntroductionHorizon Scanning (HS) has been part of the health technology assessment (HTA) world since the end of 20th century. In accordance with the life cycle concept of heath technologies, there have been different organizations that have devoted part of their portfolio to HS’s so called Early Awareness and Alert Systems. In 2017, a legal entity international Health Tech Scan (iHTS) was created on the basis of the previous existing network EuroScan. Our aim is to describe the current achievements of the network, the methods used by its members, and their achievements.MethodsIn 2010, EuroScan decided to analyze its members’ methods and processes to perform HS. We used a previously defined questionnaire to revisit the analysis of methods, processes, and impact of the founded legal entity i-HTS. We analyzed the clients, stakeholders involved, impact on health systems and alliances, as well as the current achievements as a group.Resultsi-HTS is currently rooted mainly in Europe and Asia-Pacific with members in the Americas and with ambassador programmes in Africa. The individual members have continued their achievements with special focus on three main aspects: proactive approach to innovators, stakeholder involvement, and client orientation. In most cases, the members of i-HTS produce information that is used for decision-making purposes, some of which influences the national or regional benefit package. Methods did not differ but the level of involvement of stakeholders in the different phases of the process. Some members also include in their portfolio early advice to innovators.ConclusionsEarly Awareness and Alert Systems are key to inform health care systems around technologies that could impact the management of patients in different contexts. There is a need to better understand the needs of the clients and the importance of HS in order to improve their efficiency. iHTS is in the process of redesigning its methods toolkit with the participation of all its members.

The client orientation of the strategic development of a hotel enterprise as a factor in increasing the efficiency of economic activity at service enterprises

The client orientation of the strategic development of a hotel enterprise as a factor in increasing the efficiency of economic activity at service enterprises

Influence of Auditory Training on Acceptable Noise Level Scores in Elderly Persons with Hearing Impairment.

To study the Influence of Auditory Training on acceptable noise level (ANL) scores in elderly persons with hearing impairment. Quasi-experimental study design. A total of 20 bilateral mild to moderately severe sensorineural hearing loss participants with "high" ANL scores were taken into the study and randomly allocated to experimental and control groups. In the time frame, the experimental group provided 12 sessions of speech in noise training with a hearing aid and the baseline measures were repeated in both groups. The Acceptable noise level and Speech in Noise scores significantly improved post-training only in the experimental group. They also showed a significant difference "Client Oriented Scale of Improvement (COSI)" scale in the domain "Conversation in Noise". Acceptable noise level is susceptible to training similar to that of speech in noise score. It provides hope to the individuals who are poor candidates to the hearing aids.

A Review of Strategic Planning and Strategic Management

According to longitudinal study in Australia from 1982 to 1993, strategic planning systems played a significant part in the strategic management efforts of large industrial companies. But strategic planning has changed dramatically since the early 1980s as companies have made their planning systems more flexible, decentralized strategic planning divisions or business units, moved planning responsibility from the employees to managers and changed the function of corporate planning departments. In addition, companies tried to build their corporate culture by focusing more on client orientation and quality management in general. They have increased their global activity while concentrating on core business activities via acquisitions and disposals. The future is expected to increase total quality management and benchmarking, with companies concentrating more on appropriate training and recruitment procedures. As new generations rise to power, leadership and corporate cultures become more and more essential. Digital technologies and artificial intelligence in all its forms will have a major impact on the area of strategy.

Business Processes in the Transport and Logistics in Economic Operation of the Enterprise

Because the transport and logistics system (TLS) of the business enterprise is exposed to obvious and hidden high risks for the owners, its business processes need effective management throughout the value added chain. The purpose of the article is to present theoretical and methodological justification of TLS operation at enterprise level from the perspective of integrated management of business processes involved in the transport and logistics services.&#x0D; The article focuses on elaborating and constructing a diagram of the three-vector approach to building up TLS in the business enterprise, based on the compliance with the regulatory norms (national and international regulatory framework, intramural regulations, compliance with contract terms), risk orientation (economic forecasting of TLS performance, optimization of TLS capacities, analysis of contracting parties operation, computerization of business processes, economic projecting and strategic management), and client orientation (high quality of the provided services, infrastructure improvements, free competition, effective marketing, rationalization of supply chains, provision of guarantees; price policy). It is proposed to group the key business processes involved in TLS by transport and logistics activities, with account to the activity specifics and size of the enterprise, terms of service delivery and other factors of value added creation. A set of indicators for performance assessment of TLS is constructed, classified in the following groups: quality of transport services, efficiency of freight transport, business indicators of diagnostics of the transport activities as a component of the logistics system, assessment of logistics rules, transport efficiency. These indicators will provide an effective tool for performance assessment of TLS at enterprise level.

Working towards integrated client-oriented care and services: A qualitative study of the perceptions of Finnish health and social care professionals

Introduction Client orientation is an essential principle that underlines the delivery of high-quality health and social care. Despite this, little is known about how the health and social care professionals perceive this principle. The aim of this qualitative study was to describe the integrated perceptions of health and social care professionals of client orientation and the requirements for competencies and care and service systems. Methods The 29 participants were Finnish health and social care professionals and the data were collected with asynchronous online discussions in a closed Internet-based group from November 2017 to January 2018 and analysed with inductive content analysis. Results Client orientation was a core value in health and social care and services due to the humane approach required and the client's rights and responsibilities. It also required the professionals to have specific competencies and collaborate. The system elements that supported client orientation were an integrating and responsive service system, service availability and accessibility, guidance, leadership, resources and the effective use of technology. Discussion Professionals need additional training and structural support from their organizations if they were to deliver efficient, flexible, high-quality client-oriented health and social care and services.

ОЦЕНКА КЛИЕНТООРИЕНТИРОВАННОСТИ ВЫСШИХ УЧЕБНЫХ ЗАВЕДЕНИЙ

The article considers the client orientation of university, its relevance in the context of modern realities. The aim of the work is to develop an algorithm that will allow assessing the customer orientation of higher educational institutions. The assessment of customer orientation will consist of two main components. The purpose of the first part is to assess the significance of the factors of customer orientation and to determine the formula for evaluation; the purpose of the second part is to directly calculate the customer orientation of the university. The result of the article is a developed algorithm, the use of which in practice will allow us to draw conclusions about the level of customer orientation of a higher educational institution and understand the weaknesses that should be improved.

Patient and health system determinants of experiences of care at primary health care clinics in eThekwini, KwaZulu-Natal, 2018.

BackgroundRespect for persons includes three sub-elements: dignity, autonomy and confidentiality, whilst client orientation has four sub-elements: prompt attention, quality of basic amenities, access to social support for hospitalised individuals and choice of health providers.AimThis study sought to determine patient and health system determinants of experiences of care.SettingStudy was conducted at primary health care clinics in eThekwini, KwaZula-Natal.MethodsA self-administered questionnaire was used to collect data from 384 patients who received ambulatory care at six primary health care facilities (three community healthcare centres and three clinics) between June 2018 and November 2018.ResultsThree hundred and sixty nine respondents were included in the study. Eighty one percent (299) of the respondents were female, 67.2% (248) were single and 89.7% (331) were black Africans. Fifty (13.6%) respondents reported their health status to be poor, whilst 47 (12.5%) reported excellent health, with the majority (72.0%) reporting ‘good’ or ‘fair’ health. The patients’ experience score for the study population was 89.0% (IQR 81% – 98%). Patients who attended clinics had a 6.53 (p < 0.001) times increased odds of reporting good patients’ experience score compared with patients who attended community healthcare centres. Although ideal clinic status had a positive association with patients’ experience score (odds ration [OR]: 1.75; p > 0.05) this was not significant.ConclusionPatients attending clinics had a better experience compared with community health centres. Ideal clinic status showed a positive but not statistical significant association with good patient experiences. This may suggest that factors other than structural improvements play an important role in patients’ experience.

From “what works” to “making it work”: A practice perspective on evidence‐based standardization in frontline service organizations

AbstractEvidence‐based standards are becoming increasingly influential in frontline services connected to labor market inclusion of vulnerable citizens. To increase our understanding of standardization in such public service delivery, this study draws on interviews and ethnographic fieldwork from two frontline offices in the Norwegian Labour and Welfare Administration (2017–2018) that use the evidence‐based Individual Placement and Support (IPS) standard. Adopting a theoretical perspective of organizational practices, the study highlights two distinct approaches to practicing IPS in the frontline organizations: as a “practice shift” in one organization (i.e., creating and legitimizing radically new service practices involving closer collaboration with employers) and as a “practice revival” in the other (i.e., reinstating more traditional service practices involving a holistic client orientation). Each approach relates to a specific constellation of recruitment practices, dynamics between frontline supervisors and staff, and team integration. The study contributes to the literature in two ways. First, it shows the underlying flexibility embedded in standardization and how standards may be implemented and adapted in ways that may either promote more radical change or revive traditional practices. Second, it nuances positions in the literature on the impact of standards on professional service work. On this basis, the study suggests broadening the attention in research on evidence‐based standards in public service delivery from discussions of “what works” to understanding the broader organizational dynamics involved in “making it work.”

Теоретические основы маркетинга в системе здравоохранения

Marketing in the health system contributes to increasing public satisfaction in the demand for medical care, providing the population with high-quality medical care and improving their standard of living. The method of identifying and analyzing contact points, based on the results of studying and taking into account the opinion of patients, for the implementation of patient-oriented and participative approaches to marketing medical services, provides for the active participation of the patient himself in discussing issues of his own health, which can be used to evaluate and qualitatively improve the activities of health organizations. In modern conditions, there are problems in the dental services market due to the lack of modern equipment and the provision of highly qualified quality dental care. The client orientation of medical personnel is a significant indicator of the quality of medical services, the patient's perception of the value of the service and is associated, both with a high level of medical service delivery and the qualification of medical personnel. The lack of managerial and financial autonomy of health-care organizations limits their ability to improve the use of financial resources. Marketing research is mainly used to optimize the activities of non-state health organizations and allows the development of a dental clinic by introducing economically justified forms of medical care and the possibility of improving the provision of medical services, which will contribute to improving dental care for the population.