Railway transport provides services to customers of both the consumer and industrial markets. Freight transportation is a complex service, an important part of which is the provision of a freight car for use.
The category of consumer value (hereinafter - SC) of a service is considered in four contexts: the provider’s offer of a certain SC (we consider its content in this work), the client’s expectations regarding the SC, a specific option for providing the service and the client’s perception of such provision.
The SC of a service is the ‘difference’ between the benefits and sacrifices of the client. The es- sence of the SC of a service offer is the provider’s promise to the client of a certain set of attributes of benefits and sacrifices of the service that he will receive.
In the industrial transport services market, the content of the offer is fixed in the agreement be- tween the client and the provider. However, the actual provision of the SC may differ from its offer.
The perception of the SC provided by the provider may differ significantly from client to client. The perception is influenced by the client’s individual expectations of the content and values of the attrib- utes of sacrifices and benefits of the SC.
The starting point of the analysis of the customer’s consumer behavior is the ordering of the attrib- utes of the SC offered to the customer. After such ordering, it becomes possible to create graphical models of the customer’s consumer behavior. Graphic models record a set of variables and the relationships be- tween them, and on this basis mathematical models are built that can be used in determining the priorities for improving the service.
The perceived SC of the service for using a freight car determines the assessment by the client- enterprise of the difference between the benefits gained and the sacrifices made (the service has already been provided). These changes in the client’s well-being occur when ordering a freight car, during the use of the car and depend on the results of such a service. By the client’s well-being, we mean not only eco- nomic, but also humanitarian, market, etc. The client-enterprise, taking into account the level of compen- sation for his sacrifices with benefits, evaluates the service provided by the owner of the SC cars and, as a result, with a certain probability can make a decision on re-purchase.
Without understanding the content of the consumer value of the service offering, the parameters of service provision, customer expectations, and the perception of the SC by the customer-enterprise, it is impossible to model consumer behavior. Modeling customer consumer behavior is required when deter- mining service improvement priorities.
In this paper, we analyze the content of documents that record sets of attributes of victims and benefits of the service that the freight car owner offers to the customer.
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