Customer-Centricity as a Vector of Trust Economy

At present, quite a lot of research has been conducted in the field of trust economy by both well-known economists and sociologists and political scientists. And everyone emphasizes the importance of this socio-economic phenomenon for improving people’s lives, forming a sustainable society and the economy of countries. The work is devoted to the study of the trust economy as an environment that promotes the growth of economic benefits and the role of the client-centric approach within the framework of the “State for People” concept. The methodological basis of the study were the theoretical provisions of institutional economics, applied research in the field of game theory (using the example of the “prisoner’s dilemma” game) and behavioral economics, as well as practical examples and business solutions. The study considers aspects of the trust economy from the point of view of the importance of forming social capital. Models of various aspects of the trust economy are presented as fragments of the system of socio-economic relations. The model of the internal dynamics of the client-centric approach shows that the implementation of the approach itself and its formal consolidation in corporate activities is important, but not sufficient for forming a trust environment. No less important is the restructuring of mental models of all participants in economic relations. The importance of the information environment and the corresponding feedback between all actors is shown. It is described that information is also an economic good that is subject to formation, exchange and accumulation. Based on the results of the study, it is concluded that in the center of economic relations for the formation of economic goods, and in particular, in the relationships “person — state”, “citizen — state” is the person himself as an individual with certain mental models. The definition of the economy of trust as a synthetic added value (environment) to the relationship of economic agents, a citizen and the state, business and the state is proposed. The role and importance of social capital as a system of relationships in the creation and exchange of economic goods is noted. Client-centricity is defined as an information vector that has a specific direction and certain objective and subjective limitations.

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