2408-9346Research result. Business and Service Technologies2408-934610.18413/2408-9346-2021-7-1-0-62335PROBLEMS OF EFFICIENCY AND QUALITY IN SERVICE ACTIVITIES<strong>The nature and resolution of conflict situations in the service industries in the context of using a humane approach and humanitarian technologies</strong><strong>The nature and resolution of conflict situations in the service industries in the context of using a humane approach and humanitarian technologies</strong>SlinkovaOlga KonstantinovnaSlinkovaOlga Konstantinovnaslinkova@bsu.edu.ruBelgorod State National Research University20217100

In the service industries, the most important component of the ongoing business processes is the interaction with customers, so conflicts are not uncommon here. The specifics of conflicts in the service sector can be described by the formula &quot;The client is always right&quot;, which suggests the need for a special approach to their consideration. The aim of the study is to consider conflicts in the service from the standpoint of a humane approach and substantiate the main provisions of the use of humanitarian technologies for their resolution. The research methodology is based on an interdisciplinary approach, involving the widespread use of social science studying a person and his/her behavior both to explain the nature of conflicts in the service and to develop effective ways to resolve them. The article discusses the patterns inherent in the development of conflicts in the service, the author&#39;s approach to the systematization of sources of conflict in the service is proposed. The main focus is on the so-called &ldquo;problem&rdquo; clients. The personal characteristics of clients with propensity towards conflict (stubbornness, suspiciousness, capriciousness, irascibility, resentfulness, arrogance) and the features of their manifestation were identified. The author&#39;s approach to the classification of technologies for resolving conflicts in the service industries is proposed, taking into account the possibilities of their standardization. The author proposes a number of algorithms of actions for resolving conflict situations in the service with different levels of possibilities for standardizing actions. It is noted that the greatest difficulty in resolving conflicts are conflicts, the source of which is an increased level of propensity towards conflict. The need to strengthen the humanitarian component in the training of service specialists was established.

In the service industries, the most important component of the ongoing business processes is the interaction with customers, so conflicts are not uncommon here. The specifics of conflicts in the service sector can be described by the formula &quot;The client is always right&quot;, which suggests the need for a special approach to their consideration. The aim of the study is to consider conflicts in the service from the standpoint of a humane approach and substantiate the main provisions of the use of humanitarian technologies for their resolution. The research methodology is based on an interdisciplinary approach, involving the widespread use of social science studying a person and his/her behavior both to explain the nature of conflicts in the service and to develop effective ways to resolve them. The article discusses the patterns inherent in the development of conflicts in the service, the author&#39;s approach to the systematization of sources of conflict in the service is proposed. The main focus is on the so-called &ldquo;problem&rdquo; clients. The personal characteristics of clients with propensity towards conflict (stubbornness, suspiciousness, capriciousness, irascibility, resentfulness, arrogance) and the features of their manifestation were identified. The author&#39;s approach to the classification of technologies for resolving conflicts in the service industries is proposed, taking into account the possibilities of their standardization. The author proposes a number of algorithms of actions for resolving conflict situations in the service with different levels of possibilities for standardizing actions. It is noted that the greatest difficulty in resolving conflicts are conflicts, the source of which is an increased level of propensity towards conflict. The need to strengthen the humanitarian component in the training of service specialists was established.

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