Metodychnyi pidkhid do otsinky yakosti obsluhovuvannia spozhyvachiv hotelnykh posluh

У статті розглянуто сутність якості обслуговування як ключової метрики оцінки клієнтоорієнтованості підприємств, розкрито основні проблеми забезпечення якості обслуговування підприємств індустрії гостинності. Обґрунтовано концептуальний підхід до структуризації якості обслуговування, визначено багатокомпонентне наповнення цієї категорії та наведено характеристику її складових: відчутні переваги, споживча логістика, стиль продажу, сервісна підтримка, надійність відносин, компетентність персоналу. Наведено результати оцінки рівня використання компонентів якості обслуговування досліджуваними підприємствами на основі розробленої методики. Запропоновано методичний підхід до оцінки рівня задоволеності споживачів. На основі проведеного дослідження визначено переваги та слабкі сторони політики забезпечення якості обслуговування досліджуваних підприємств сфери гостинності та обґрунтовано заходи щодо удосконалення процесу обслуговування та підвищення їх рівня клієнтоорієнтованості.В статье рассмотрены сущность качества обслуживания как ключевой метрики оценки клиентоориентированности предприятий, раскрыты основные проблемы обеспечения качества обслуживания предприятий гостиничной индустрии. Обоснован концептуальный подход к структуризации качества обслуживания, определено многокомпонентное наполнение этой категории и приведена характеристика ее составляющих: ощутимые преимущества, потребительская логистика, стиль продаж, сервисная поддержка, надежность отношений, компетентность персонала. Приведены результаты оценки уровня использование компонентов качества обслуживания предприятий, которые были исследованы, на основе разработанной методики. Предложено методический подход к оценке уровня удовлетворенности потребителей. На основе проведенного исследования определены преимущества и слабые стороны политики обеспечения качества обслуживания исследуемых предприятий гостиничной сферы и обоснованы мероприятия касательно совершенствования процесса обслуживания и повышение их уровня клиентоориентированности.The essence of service quality as a key metric for assessing the customer-oriented approach of enterprises is defined in the article. The main problems arising under ensuring the service quality of the hospitality industry enterprises are described. The conceptual approach to the structuring of service quality is grounded, the multicomponent content of this category is determined, the characteristics of such its components as: tangible advantages, consumer logistics, sales pattern, service support, reliability of relations, and competence of personnel are presented. The results of the assessment of service quality components use level of the researched enterprises based on the developed methodology are shown. A methodological approach to assessing the level of customer satisfaction is suggested. The advantages and weaknesses of the policy ensuring the service quality of the researched hospitality enterprises based on the conducted research are determined; measures to improve the service process and increase their level of customer orientation are grounded.The authors received no direct funding for this research

Business Risk in Changing Dynamics of Global Village 2

The monograph is prepared based on the presentations and discussions made at the II International Conference “BUSINESS RISK IN CHANGING DYNAMICS OF GLOBAL VILLAGE (BRCDGV 2019)”, November, 7th-08th, 2019, in Ternopil, Ukraine. The aim of this scientific international conference is to provide a platform for professional debate with the participation of experts from around the globe in order to identify & analyze risks and opportunities in today’s global business, and specifically in Ukraine. The conference will provide a framework for researchers, business elites and decision makers to uplift the business ties and minimise the risk for creating a better world and better Ukraine.The Conference is designed to call experts around the globe from different sectors of practices which are effected by globalization and watching changes in Europe as well as in Ukraine. It is an excellent platform for interactions and communication between academicians, corporate representatives, policy makers, representatives of organizations and community, as well as individuals being the part of this globalized world. The 1st edition of this conference was held at the University of Applied Sciences in Nysa, Poland (2017); the 2nd edition took place at Ternopil Ivan Puluj National Technical University, Ukraine (2019); the 3rd edition will be organized at Patna University, India (2020) in cooperation with Indo-European Education Foundation (IEEF, Poland) and its partner universities from Poland, India, Europe and other part of the world.Under modern conditions of globalization nowadays, economic activity is undergoing changes. Innovative technologies, new forms of business, dynamic changes taking place in the world today result in the emergence of the necessity to minimize risks in order to maximize benefits. The cooperation between experts from different fields with the aim to ensure sustainable growth – policymakers, scientists, universities representatives and business elites is essential nowadays. With the purpose to bring them together and discuss the main issues of todays’ global world this conference took place in Ternopil, Ukraine. As Ukraine is now passing through a dynamic period of changes, recommendations coming up from such discussions can be very beneficial for building stronger society and meet the risks globalization brings up. This monograph provides a useful review of economic, financial and policy issues in the context of globalization processes and has proven extremely popular with practitioners and industry advisors. This edition is given the continued high demand and interest for experts form different areas working on diminishing of business risks wishing to keep abreast of current thinking on this subject. According to many experts process of managing risks is currently one of the most relevant business technologies and at the same time it is a complex process which requires ground knowledge in the research field and practical experience. The popularity of business risks management is due to objective reasons such as dynamics of society, interconnections and interdependence between different players in the society, increasing role of human capital in the country’s sustainable developmen