Assessment of the digitization of the service provision process in enterprises from the SME sector with use of the CIT method

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61989100%3A27230%2F21%3A10249561" target="_blank" >RIV/61989100:27230/21:10249561 - isvavai.cz</a>
Alternative codes found
RIV/61989100:27360/21:10249561
Result on the web
<a href="https://www.manazmentpp.sk/wp-content/uploads/2021/10/PEMF_2021_Proceedings_v19.a.pdf" target="_blank" >https://www.manazmentpp.sk/wp-content/uploads/2021/10/PEMF_2021_Proceedings_v19.a.pdf</a>
DOI - Digital Object Identifier
—

Result language
angličtina
Original language name
Assessment of the digitization of the service provision process in enterprises from the SME sector with use of the CIT method
Original language description
Industry 4.0 caused that enterprises of all types to become interested in changes related to the automation and digitization of their processes. The Internet, better and smaller hardware made customers want to use e-services and to shop online. Therefore, service enterprises that took advantage of the digitization of the service provision process were able to meet these requirements. The problem may be the fact that many service enterprises are enterprises from the SME sector, which means they do not have such large funds to introduce changes, which may also result in difficulties in achieving the appropriate level of digitization. The aim of the paper was to assess the digitization of the service provision process in enterprises from the SME sector in Poland and the Czech Republic. During the research, innovative approach to the method called the critical incident technique (CIT) was used. Research allowed to indicate whether service enterprises operating in the network properly used the digitization process they underwent, and how the e-services provision process is assessed by the customers. Due to the survey, it was possible to identify the problems faced by customers, which provoke their great dissatisfaction.
Czech name
—
Czech description
—

Publication year
2021
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection
The Poprad Economic and Management Forum 2021 : conference proceedings from international scientific conference : 14th October 2021, Poprad, Slovak Republic
ISBN
978-80-561-0888-8
ISSN
—
e-ISSN
—
Number of pages
10
Pages from-to
467-476
Publisher name
VERBUM KU Ružomberok
Place of publication
Ružomberok
Event location
Poprad
Event date
Oct 14, 2021
Type of event by nationality
WRD - Celosvětová akce
UT code for WoS article
—

Similar results(10)