Средства, используемые для изучения потребителей в сервисном окружении (часть 2) 
Вегар К.

Результаты;
Продавцы в процессе изучения;
Сервис-консультанты в процессе изучения;
Обсуждение;
Теоретические выводы;
Практические выводы;
Заключение;

Ключевые слова: изучение потребителей, социальное взаимодействие, этнография

Аннотация

Цель статьи — исследовать, как контактный персонал в своей повседневной работе применяет социокультурные средства для изучения потребителей. В работе используется этнографический исследовательский подход, включающий наблюдение за участниками, неофициальные беседы и интервью с ними.

Журнал: «Маркетинг услуг» — №4, 2011 (© Издательский дом Гребенников)
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Вегар Каролина

Сотрудница Шведской школы экономики и бизнес-администрирования Ханкен.

Вааса, Финляндия

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