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Improving the Quality of Customer Service in the Context of the Paradigm of Sustainable Development of the Economic Efficiency of Service Enterprises

Olga T. Cherney (Minin Nizhny Novgorod State Pedagogical University, Russia)

Zhanna V. Smirnova (Minin Nizhny Novgorod State Pedagogical University, Russia)

Sergey D. Tsymbalov (Minin Nizhny Novgorod State Pedagogical University, Russia)

Elena V. Romanovskaya (Minin Nizhny Novgorod State Pedagogical University, Russia)

Ekaterina P. Garina (Minin Nizhny Novgorod State Pedagogical University, Russia)

Game Strategies for Business Integration in the Digital Economy

ISBN: 978-1-80262-846-3, eISBN: 978-1-80262-845-6

Publication date: 1 March 2023

Abstract

Purpose

The development of service activities at the present stage of the economy is increasingly taking its place in the market for the provision of services, thereby intensifying competition among service organisations.

Methodology

In the process of research, the author identified the main ways to improve the quality of customer service.

Findings

A theoretical substantiation of the analysis of the studied problem of service quality by organisations and the impact of service quality on the economic performance of enterprises, which are one of the problems of the country's economic development at the present stage, is carried out, the service process is an integral part of the service.

Originality

As part of the study, an assessment was made of the qualitative indicators of service organisations providing services to the population. Proposals have been made to improve the efficiency of service quality.

Keywords

Citation

Cherney, O.T., Smirnova, Z.V., Tsymbalov, S.D., Romanovskaya, E.V. and Garina, E.P. (2023), "Improving the Quality of Customer Service in the Context of the Paradigm of Sustainable Development of the Economic Efficiency of Service Enterprises", Popkova, E.G. (Ed.) Game Strategies for Business Integration in the Digital Economy (Advances in Business Marketing and Purchasing, Vol. 27), Emerald Publishing Limited, Leeds, pp. 157-162. https://doi.org/10.1108/S1069-096420230000027016

Publisher

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Emerald Publishing Limited