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

Kód výsledku v 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>

Nalezeny alternativní kódy

RIV/61989100:27360/21:10249561

Výsledek na webu

<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

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Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

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

Popis výsledku anglicky

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.

Druh

D - Stať ve sborníku

CEP obor

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OECD FORD obor

50200 - Economics and Business

Projekt

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Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2021

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název statě ve sborníku

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

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e-ISSN

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Počet stran výsledku

10

Strana od-do

467-476

Název nakladatele

VERBUM KU Ružomberok

Místo vydání

Ružomberok

Místo konání akce

Poprad

Datum konání akce

14. 10. 2021

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

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