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Liburkina L. M.

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The Client-Oriented Approach to Logistics Service in the Information Economy
Trushkina N. V.

Trushkina, Nataliia V. (2020) “The Client-Oriented Approach to Logistics Service in the Information Economy.” Business Inform 6:196–204.
https://doi.org/10.32983/2222-4459-2020-6-196-204

Section: Information Technologies in the Economy

Article is written in Ukrainian
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UDC 005:339.1:658

Abstract:
The article presents the results of expert surveys conducted by international organizations to determine the current problems, features and trends of client-orientedness of logistics service in the context of an information environment. A statistical analysis of the indicators describing the level of use of information and communication technologies in the management of relations with consumers in Ukrainian enterprises is carried out. The major barriers to digital transformation of logistics services are identified, which are conditionally classified into 6 groups: market, transport, marketing, informational, organizational, and financial-economic. The expediency of applying a client-oriented approach to logistics service in the information economy is substantiated. A digital strategy for the transformation of client service is proposed, the implementation of which will provide obtaining of a synergistic effect, combining the economic, social and ecological. Prospects for further research include the development of an organizational-economic mechanism for managing relationships with consumers in the context of the marketing strategy of enterprises in the information economy.

Keywords: client-orientedness, logistics service, client-oriented approach, consumer relationship management, client experience, information economy, digital technologies, CRM system, digital strategy, transformation, effect.

Fig.: 1. Tabl.: 3. Bibl.: 27.

Trushkina Nataliia V. – Candidate of Sciences (Economics), Senior Research Fellow, Sector of Industrial Policy and Innovative Development of the Department of Industrial Policy and Energy Security, Research Centre for Industrial Problems of Development of NAS of Ukraine (2 floor 1-a Inzhenernyi Ln., Kharkiv, 61166, Ukraine)
Email: [email protected]

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