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WORKING WITH NEGATIVE FEEDBACK IN THE PROJECTION OF THE EMOTIONAL STATE OF THE CLIENT OF THE SERVICE SECTOR

Danilova Kseniya Alexandrovna  (Ph. D., Institute of Economics and Management, UrFU (Yekaterinburg) )

Maltseva Yulia Anatolievna  (Ph. D., Associate Professor of the Department of Marketing, Institute of Economics and Management, UrFU (Yekaterinburg) )

Li Elena Vyacheslavovna  (magistr, Institute of Economics and Management, UrFU (Yekaterinburg) )

This article examines the mechanisms of feedback, the stages of conflict progression, suggests a model of working with a client in a conflict situation based on his emotional dynamics, which will allow to detail the client's condition, expand understanding of his emotional needs. The use of the proposed model is aimed at simplifying the work of line personnel in the service sector, as well as at improving the effectiveness of management actions, including staff training and monitoring their work in conflict situations.

Keywords:service sector, consumer behavior, feedback, conflict with the customer, negative feedback

 

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Citation link:
Danilova K. A., Maltseva Y. A., Li E. V. WORKING WITH NEGATIVE FEEDBACK IN THE PROJECTION OF THE EMOTIONAL STATE OF THE CLIENT OF THE SERVICE SECTOR // Современная наука: актуальные проблемы теории и практики. Серия: ЭКОНОМИКА и ПРАВО. -2023. -№04/2. -С. 19-25 DOI 10 .37882/2223–2974 .2023 .04–2 .03
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