Improving competitiveness through customer-centricity (using the example of the service sector)

the aim of the work is to develop a methodology for improving the competitiveness of a service enterprise through a customer-oriented approach. The object of the study is the competitiveness of a service industry enterprise. The subject of the study is the methods of customer orientation of a service industry enterprise. The paper explores approaches and methods of competitiveness formation due to customer orientation in the works of Russian and foreign authors of different years. In the course of the theoretical analysis, the content of the concept of "competitiveness" was supplemented, and conclusions were drawn about the insufficient elaboration of a client-oriented approach in the most relevant studies on the competitiveness of service enterprises. The article develops a methodology for improving the competitiveness of a service sector enterprise by focusing on the customer. The methodology involves implementing five stages with their own tasks and evaluation criteria to increase demand for services, followed by comparing the results achieved with the basic values of the main indicators. In conclusion, it is concluded that this technique can be most useful for enterprises where there is the closest connection between the consumer and the enterprise and there is feedback.

competition, competitiveness, demand, consumer, customer-oriented approach, service sector