BUSINESS INFORM JOURNAL.

УКР

ENG

Search:

REGISTRATION CERTIFICATE

KV #19905-9705 PR dated 02.04.2013.

FOUNDERS

RESEARCH CENTRE FOR INDUSTRIAL DEVELOPMENT PROBLEMS of NAS (KHARKIV, UKRAINE)

According to the decision No. 802 of the National Council of Television and Radio Broadcasting of Ukraine dated 14.03.2024, is registered as a subject in the field of print media.
ID R30-03156

PUBLISHER

Liburkina L. M.

SITE SECTIONS

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
Downloads/views: 1

Download article (pdf) -

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]

List of references in article

Abdrakhmanova, G. I. et al. “Chto takoye tsifrovaya ekonomika? Trendy, kompetentsii, izmereniya“ [What Is the Digital Economy? Trends, Competencies, Measurements]. In Doklad k XX Aprelskoy Mezhdunarodnoy nauchnoy konferentsii po problemam razvitiya ekonomiki i obshchestva. Moscow: ID VShE, 2019.
Arenkov, I. A., Krylova, Yu. V., and Tsenzharik, M. K. “Kliyentooriyentirovannyy podkhod k upravleniyu biznes-protsessami v tsifrovoy ekonomike“ [A Customer-oriented Approach to Managing Business Processes in the Digital Economy]. Nauchno-tekhnicheskiye vedomosti SPbGPU. Seriya «Ekonomicheskiye nauki», vol. 10, no. 6 (2017): 18-30.
“Building a Digital Culture. Best practice guide. 2017“. https://www.econsultancy.com/reports/building-a-digital-culture/
“Digital Transformation: Re-imagine From the Outside in. Accenture Digital. 2014“. https://www.accenture.com/t20160128t000639__w__/us-en/_acnmedia/accenture/conversion-assets/dotcom/documents/global/pdf/technology_7/accenture-interactive-digital-transformation.pdf
Fomell, C., Rust, R., and Dekimpe, M. “The Effect of Customer Satisfaction on Consumer Spending Growth“. Journal of Marketing Research, vol. 47, no. 1 (2010): 28-35. DOI: 10.1509/jmkr.47.1.28
“Gartner Survey Finds Importance of Customer Experience on the Rise - Marketing is on the Hook. 2014“. https://www.gartner.com/doc/2857722/gartner-survey-finds-importance-customer
“Globalnoye issledovaniye tsifrovykh operatsiy v 2018 g.“ [Global Digital Operations Survey 2018]. Tsifrovyye chempiony. Kak lidery sozdayut integrirovannyye operatsionnyye ekosistemy dlya razrabotki kompleksnykh resheniy dlya potrebiteley. Moscow: PwC Strategy&, 2018.
Koev, S. R. et al. “Management of Domestic Marketing of Service Enterprises“. IBIMA Business Review, vol. 2019 (2019): 1-13. DOI: https://doi.org/10.26794/2220-6469-2019-13-3-89-99
Koulman, Dzh. Nikogda ne teryayte kliyenta. Prevratite lyubogo pokupatelya v pozhiznennogo kliyenta za 100 dney [Never Lose a Customer. Turn Any Customer Into a Lifetime Customer in 100 Days]. Moscow: Biblos, 2018.
Kuzin, D. V. “Problemy tsifrovoy zrelosti v sovremennom biznese“ [Problems of Digital Maturity in Modern Business]. Mir novoy ekonomiki, vol. 13, no. 3 (2019): 89-99. DOI: https://doi.org/10.26794/2220-6469-2019-13-3-89-99
Panfilova, Ye. Ye. “Tsifrovaya transformatsiya biznesa: trendy i modeli“ [Business Digital Transformation: Trends and Models]. Moskovskiy ekonomicheskiy zhurnal, no. 11 (2019): 312-319. DOI: https://doi.org/10.24411/2413-046X-2019-10127
Raykheld, F., and Til, T. Effekt loyalnosti. Dvizhushchiye sily ekonomicheskogo rosta, pribyli i neprekhodyashchey tsennosti [Loyalty Effect. Drivers of Economic Growth, Profits and Enduring Value]. Moscow: Vilyams, 2005.
Ryzhkov, V. et al. Tsifrovaya transformatsiya v Rossii: analiticheskiy otchet [Digital Transformation in Russia: Analytical Report]. Moscow: OOO «Komanda-A Menedzhment», 2018.
Schulze, C., Skiera, B., and Wiesel, T. “Linking Customer and Financial Metrics to Shareholder Value: The Leverage Effect in Customer-Based Valuation“. Journal of Marketing, vol. 76, no. 2 (2012): 17-32. DOI: 10.2307/41406846
Shoul, Dzh. Pervoklassnyy servis kak konkurentnoye preimushchestvo [First-class Service as a Competitive Advantage]. Moscow: Alpina Pablisher, 2013.
Trushkina, N. “Transformation of customer relationship management in the digital economy“. In Digital economy and digital society, 311-316. Katowice: Wydawnictwo Wyzszej Szkoly Technicznej w Katowicach, 2019.
Trushkina, N. V., and Rynkevich, N. S. “Kliyentooriyentirovannost: osnovnyye podkhody k opredeleniyu“ [Client-Centricity: the Basic Approaches to Definition]. Biznes Inform, no. 8 (2019): 244-252. DOI: https://doi.org/10.32983/2222-4459-2019-8-244-252
Tryfonova, O., and Trushkina, N. “Application of information technologies in logistic activities of enterprises“. In Conceptual aspects management of competitiveness the economic entities, vol. 1, 161-172. Przeworsk: WSSG, 2019.
Vykorystannia informatsiino-komunikatsiinykh tekhnolohii na pidpryiemstvakh Ukrainy za 2011 rik : statystychnyi biuleten [Use of Information and Communication Technologies at the Enterprises of Ukraine for 2011: Statistical Bulletin]. Kyiv: Derzhavna sluzhba statystyky Ukrainy, 2011.
Vykorystannia informatsiino-komunikatsiinykh tekhnolohii na pidpryiemstvakh Ukrainy za 2013 rik : statystychnyi biuleten [Use of Information and Communication Technologies at the Enterprises of Ukraine for 2013: Statistical Bulletin]. Kyiv: Derzhavna sluzhba statystyky Ukrainy, 2013.
Vykorystannia informatsiino-komunikatsiinykh tekhnolohii na pidpryiemstvakh Ukrainy za 2014 rik : statystychnyi biuleten [Use of Information and Communication Technologies at the Enterprises of Ukraine for 2014: Statistical Bulletin]. Kyiv: Derzhavna sluzhba statystyky Ukrainy, 2015.
Vykorystannia informatsiino-komunikatsiinykh tekhnolohii na pidpryiemstvakh Ukrainy za 2015 rik : statystychnyi biuleten [Use of Information and Communication Technologies at the Enterprises of Ukraine for 2015: Statistical Bulletin]. Kyiv: Derzhavna sluzhba statystyky Ukrainy, 2016.
Vykorystannia informatsiino-komunikatsiinykh tekhnolohii na pidpryiemstvakh Ukrainy za 2016 rik : statystychnyi biuleten [Use of Information and Communication Technologies at the Enterprises of Ukraine for 2016: Statistical Bulletin]. Kyiv: Derzhavna sluzhba statystyky Ukrainy, 2017.
Vykorystannia informatsiino-komunikatsiinykh tekhnolohii na pidpryiemstvakh Ukrainy za 2017 rik : statystychnyi biuleten [Use of Information and Communication Technologies at the Enterprises of Ukraine for 2017: Statistical Bulletin]. Kyiv: Derzhavna sluzhba statystyky Ukrainy, 2018.
Vykorystannia informatsiino-komunikatsiinykh tekhnolohii na pidpryiemstvakh Ukrainy za 2018 rik : statystychnyi biuleten [Use of Information and Communication Technologies at the Enterprises of Ukraine for 2018: Statistical Bulletin]. Kyiv: Derzhavna sluzhba statystyky Ukrainy, 2019.
Zaloznova, Yu., and Trushkina, N. “Management of logistic activities as a mechanism for providing sustainable development of enterprises in the digital economy“. Virtual Economics, vol. 2, no. 1 (2019): 63-80. DOI: https://doi.org/10.34021/ve.2019.02.01(4)
Zhiltsova, O. N. “Kliyentooriyentirovannost biznesa“ [Customer-oriented Business]. Vedomosti, no. 48 (2015): 12-13.

FOR AUTHORS

License Contract

Conditions of Publication

Article Requirements

Regulations on Peer-Reviewing

Publication Contract

Current Issue

Frequently asked questions

INFORMATION

The Plan of Scientific Conferences

OUR PARTNERS

Journal «The Problems of Economy»

The site and its metadata are licensed under CC BY-SA.

Write to webmaster