NETNOGRAPHIC ANALYSIS OF CLIENT EXPERIENCE OF USERS OF RAILWAY STATIONS IN MOSCOW

Markin I.M. () and Stukalova A.A. ()
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Markin I.M.: Plekhanov Russian University of economics
Stukalova A.A.: Plekhanov Russian University of economics

Annals of marketing-mba, 2020, vol. 2

Abstract: The article is devoted to the aspects of studying the negative feedback from users of Moscow railway stations using netnography. The authors focused on studying negative customer experience, taking into account the high rating of stations by users of the Internet community, in order to highlight areas of potential development of station infrastructure.

Keywords: Netnography; netnographic analysis; passenger transport; train stations; online maps (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:mmb:journl:articl_v2_8_20

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