00485naa#a2200181#i#450# EN\\bibl\15544 20241001164800.2 2071-2367 20170228b2017####ek#y0engy0150####ca RUS RU Managing processes of service based on service management Journal article Moscow RANEPA 2017 7 с. Journal article local Dokukina Irina Makarova Yuliya zh-szf.ru