@article{Novokreshchenova2017managing,
author={Novokreshchenova, O.A.},
title={MANAGING THE CUSTOMER SERVICE OF THE CREDIT INSTITUTION: ANALYSIS OF STRUCTURAL AND OPERATIONAL ELEMENTS},
journal={Russian Journal of Management},
publisher={Publishing Center RIOR},
year={2017},
pages={170-180},
volume={5},
issue={2},
}