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Erschienen in:
2022 | OriginalPaper | Buchkapitel
Customer Service in the Context of Digitalization of the Economy
verfasst von : Y. O. Gorokhovitskaya, E. A. Bratukhina, Y. A. Kolesova
Erschienen in: Digital Technologies in the New Socio-Economic Reality
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Abstract
The article deals with the flow processes rational organization issues and their service support in the of economy digitalization conditions. Special attention is paid to customer segmenting to provide them with an optimal package of transport and logistics services among the alternatives based on economic and mathematical modeling methods, as well as feedback organizing in order to determine the service satisfaction degree provided to them. To form a transport service rational system in the supply chains, a step-by-step action algorithm was developed and an service quality integral indicator was calculated. The authors state modeling methods usage has become possible allowing consumers to choose a rational set of services from the “price-quality” ratio point of view in the digital innovation era.