CUSTOMER ORIENTATION OF ELECTRICITY RETAIL SALES COMPANIES: chapter in book

Research output: Chapter in Book/Report/Conference proceedingChapterResearchpeer-review

Abstract

As a result of reforms in the electric power industries of developing countries, many major financially strong consumers have moved away from last resort suppliers who had a monopoly on electricity supply. Many electricity retailers are yet to adopt a focus on the market due to various external and internal factors (a narrow range of tariffs, some customers fail to pay their bills on time, operational efficiency issues). It is obvious that the sustainable development of last resort suppliers might depend on how customer-focused they are, i.e. the quality of customer service, ancillary services programmes, differential tariffs and non-price benefits. The paper describes a system that was developed for assessing the customer-focused approach of an electricity retailer that determines the latter's competitive edge. Ideas are proposed for improving the customer orientation of last resort suppliers.
Original languageEnglish
Title of host publicationCHALLENGES AND SOLUTIONS IN THE RUSSIAN ENERGY SECTOR
Subtitle of host publicationmonograph
EditorsS. Syngellakis, C. Brebbia, L. D. Gitelman, E. R. Magaril
Place of PublicationCham
PublisherSpringer
Pages89-96
ISBN (Print)978-3-319-75701-8
DOIs
Publication statusPublished - 2018

Publication series

NameСер. Innovation and Discovery in Russian Science and Engineering

Fingerprint

Electricity
Retail
Customer orientation
Suppliers
Resorts
Tariffs
Retailers
Electric power
Operational efficiency
Ancillary services
External factors
Monopoly
Internal factors
Developing countries
Sustainable development
Customer service
Industry
Electricity supply

GRNTI

  • 06.81.00

Cite this

Bokarev, B. A., Sandler, D. G., & Kozhevnikov, M. V. (2018). CUSTOMER ORIENTATION OF ELECTRICITY RETAIL SALES COMPANIES: chapter in book. In S. Syngellakis, C. Brebbia, L. D. Gitelman, & E. R. Magaril (Eds.), CHALLENGES AND SOLUTIONS IN THE RUSSIAN ENERGY SECTOR: monograph (pp. 89-96). (Сер. Innovation and Discovery in Russian Science and Engineering). Cham: Springer. https://doi.org/10.1007/978-3-319-75702-5_11
Bokarev, B. A. ; Sandler, D. G. ; Kozhevnikov, M. V. / CUSTOMER ORIENTATION OF ELECTRICITY RETAIL SALES COMPANIES : chapter in book. CHALLENGES AND SOLUTIONS IN THE RUSSIAN ENERGY SECTOR: monograph. editor / S. Syngellakis ; C. Brebbia ; L. D. Gitelman ; E. R. Magaril. Cham : Springer, 2018. pp. 89-96 (Сер. Innovation and Discovery in Russian Science and Engineering).
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Bokarev, BA, Sandler, DG & Kozhevnikov, MV 2018, CUSTOMER ORIENTATION OF ELECTRICITY RETAIL SALES COMPANIES: chapter in book. in S Syngellakis, C Brebbia, LD Gitelman & ER Magaril (eds), CHALLENGES AND SOLUTIONS IN THE RUSSIAN ENERGY SECTOR: monograph. Сер. Innovation and Discovery in Russian Science and Engineering, Springer, Cham, pp. 89-96. https://doi.org/10.1007/978-3-319-75702-5_11

CUSTOMER ORIENTATION OF ELECTRICITY RETAIL SALES COMPANIES : chapter in book. / Bokarev, B. A.; Sandler, D. G.; Kozhevnikov, M. V.

CHALLENGES AND SOLUTIONS IN THE RUSSIAN ENERGY SECTOR: monograph. ed. / S. Syngellakis; C. Brebbia; L. D. Gitelman; E. R. Magaril. Cham : Springer, 2018. p. 89-96 (Сер. Innovation and Discovery in Russian Science and Engineering).

Research output: Chapter in Book/Report/Conference proceedingChapterResearchpeer-review

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T1 - CUSTOMER ORIENTATION OF ELECTRICITY RETAIL SALES COMPANIES

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AU - Sandler, D. G.

AU - Kozhevnikov, M. V.

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AB - As a result of reforms in the electric power industries of developing countries, many major financially strong consumers have moved away from last resort suppliers who had a monopoly on electricity supply. Many electricity retailers are yet to adopt a focus on the market due to various external and internal factors (a narrow range of tariffs, some customers fail to pay their bills on time, operational efficiency issues). It is obvious that the sustainable development of last resort suppliers might depend on how customer-focused they are, i.e. the quality of customer service, ancillary services programmes, differential tariffs and non-price benefits. The paper describes a system that was developed for assessing the customer-focused approach of an electricity retailer that determines the latter's competitive edge. Ideas are proposed for improving the customer orientation of last resort suppliers.

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SN - 978-3-319-75701-8

T3 - Сер. Innovation and Discovery in Russian Science and Engineering

SP - 89

EP - 96

BT - CHALLENGES AND SOLUTIONS IN THE RUSSIAN ENERGY SECTOR

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Bokarev BA, Sandler DG, Kozhevnikov MV. CUSTOMER ORIENTATION OF ELECTRICITY RETAIL SALES COMPANIES: chapter in book. In Syngellakis S, Brebbia C, Gitelman LD, Magaril ER, editors, CHALLENGES AND SOLUTIONS IN THE RUSSIAN ENERGY SECTOR: monograph. Cham: Springer. 2018. p. 89-96. (Сер. Innovation and Discovery in Russian Science and Engineering). https://doi.org/10.1007/978-3-319-75702-5_11