Запис Детальніше

Increasing the level of customers service at service centres as a factor of mobile operators competitive position strengthening

Електронний науковий архів Науково-технічної бібліотеки Національного університету "Львівська політехніка"

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Поле Співвідношення
 
Title Increasing the level of customers service at service centres as a factor of mobile operators competitive position strengthening
 
Creator Kosar, N.
Kuzo, N.
 
Contributor Lviv Polytechnic National University
 
Subject mobile communication
market of services
mobile connections
customer service centers
level of service
339.137.22
654.072
 
Description It has been established that despite the
global trends, in Ukraine, the number of subscribers to
services of mobile operators reduced. In order to
strengthen the competitive position of mobile operators
it is proposed to increase the level of the services
provided in customer service centers, based on the
evaluation of their current level. The research proved
that special attention should be given firstly to the
reduction of the waiting time of customers, to the
increase of the speed of service provision as well as
professionalism of the employees, providing
consultation services.
 
Date 2018-05-31T12:01:45Z
2018-05-31T12:01:45Z
2017-01-20
2017-01-20
 
Type Article
 
Identifier Kosar N. Increasing the level of customers service at service centres as a factor of mobile operators competitive position strengthening / N. Kosar, N. Kuzo // Economics, Entrepreneurship, Management. — Lviv : Lviv Politechnic Publishing House, 2017. — Vol 4. — No 1. — P. 33–40.
2312-3435
http://ena.lp.edu.ua:8080/handle/ntb/41318
Kosar N. Increasing the level of customers service at service centres as a factor of mobile operators competitive position strengthening / N. Kosar, N. Kuzo // Economics, Entrepreneurship, Management. — Lviv : Lviv Politechnic Publishing House, 2017. — Vol 4. — No 1. — P. 33–40.
 
Language en
 
Relation Economics, Entrepreneurship, Management, 1 (4), 2017
http://www.rusnauka.com/34_
http://www.economy.nayka.com.ua/
http://knukim.edu.ua/wp-content/uploads/2016/06/111.pdf
http://internetua.com/yak-zvyazok-5G-zm-nit-sv-t
http://ipress.ua/news/v_ukraini_menshe_anizh_za_try_roky_zyavytsya_5g_190677.html
https://www.linkedin.com/pulse/evolution-mobilecommunication-from-1g-4g-5g-6g-7g-pmp-cfps
http://portaltele.com.ua/news/technology/shirokosmugovi-sistemibezdrotovogo.html
http://cikavosti.com/do-2019-rokuproniknennya-mobilnogo-zv-yazku-v-sviti-dosyagne-125
http://visnyk.lutsk.ua/news/ukraine/24184
http://www.tc.ua/news/ukraintsyi-postepenno-otkazyivayutsya-otlishnih-sim-kart
http://www.ukrstat.gov.ua
1. Yurij, Yu. M. (2010). Rol' ta znachennia sfery posluh v ekonomitsi derzhavy [The role and importance of the service sector in the economy]. Retrieved from http://www.rusnauka.com/34_ NIEK_2010/Economics/75523.doc.htm. [in Ukrainian].
2. Chukhraj, N. I. (2006). Lohistychne obsluhovuvannia [Logistics service]. Lviv: NU “Lvivska politekhnika”. [in Ukrainian].
3. Lahuta, Ya. M. & Koval'chuk, O. A. (2015). Improving the customer service company. Visnyk ZhDTU “Ekonomichni nauky”. [Bulletin ZSTU “Economics”], 4(74), 130–138. [in Ukrainian].
4. Nezveschuk-Kohut, T.S. (2015). Problemy ta napriamy pidvyschennia efektyvnosti upravlinnia iakistiu obsluhovuvannia na turystychnykh pidpryiemstvakh [Рroblems and efficiency rise trends of quality management services at tourism sector enterprises]. Efektyvna ekonomika [Effective economy], 4. Retrieved from http://www.economy.nayka.com.ua/ ?op=1&z=3995 [in Ukrainian].
5. Kozlovs'kyj, Ye. V. (2014). Kul'tura obsluhovuvannia ta zakhyst prav spozhyvachiv u sferi turyzmu [Culture of service and consumer protection in the tourism sector]. Pytannia kul'turolohii: Zbirnyk naukovykh prats' Kyivs'koho natsional'noho universytetu kul'tury i mystetstv. [Issues of Cultural Studies: Proceedings of the Kyiv National University of Culture and Arts], 30. Retrieved from http://knukim.edu.ua/wp-content/uploads/2016/06/111.pdf. [in Ukrainian].
6. Biloshapka, V. S. & Korchan, A. V. (2013). Bazovi osnovy protsesu rozrobky i vprovadzhennia standartiv iakosti obsluhovuvannia kliientiv banku [The basic foundations of developing and implementing quality standards for customer service bank]. Stratehiia rozvytku Ukrainy. Ekonomika, sotsiolohiia, pravo. [Strategy of Ukraine. Economics, sociology, law], 2. Retrieved from jrnl.nau.edu.ua/ index.php/SR/article/download/6217/6936. [in Ukrainian].
7. Kubiv, S. I., Krykavskyj, Ye. V. & Kosar, N. S.(2006). Marketynhova kontseptsiia formuvannia pryvablyvosti komertsijnoho banku [Marketing concept formation attractiveness of commercial banks]. Lviv: NU “Lvivska politekhnika”. [in Ukrainian].
8. Yaremenko, S. S. (2015). Researching of the competitiveness of mobile communications. Yevropejs'kyj vektor ekonomichnoho rozvytku [The European vector of economic development], 1(18),227–235. [in Ukrainian].
9. Hranaturov, V. M., Lytovchenko, I. V. & Korablinova, I. A. (2013). Upravlinnia konkurentospromozhnistiu operatora telekomunikatsij [Management of competitive telecommunications operator]. Kyiv: Kafedra. [in Ukrainian].
10. Priamukhina, N. V. (2013). Place of communications services in the financial market of Ukraine. Innovatsijna ekonomika.. [Innovative Economy], 2 (40), 204–209. [in Ukrainian].
11. Mamchyn, R. O., Isakovych, I. I. & Markhevka, I. I.(2012). Features of the development of the mobile market in Ukraine. IX Mizhnarodna naukovopraktychna konferentsiia “Marketynh ta lohistyka v systemi menedzhmentu”. [Abstracts of Papers: Ninth International Scientific Conference “Marketing and logistics management system"].(pp. 267–269). Lviv: NU “Lvivska politekhnika”. [in Ukrainian].
12. Yak zv'iazok 5G zminyt' svit [How do connection 5G will change the world]. internetua.com. Retrieved from http://internetua.com/yak-zvyazok-5G-zm-nit-sv-t. [in Ukrainian].
13. V Ukraini do 2020 roku z'iavyt'sia mobil'nyj zv'iazok 5G [Mobile communication 5G will be in Ukraine in 2020]. ipress.ua. Retrieved fromhttp://ipress.ua/news/v_ukraini_menshe_anizh_za_try_roky_zyavytsya_5g_190677.html. [in Ukrainian].
14. Evolution of Mobile Communication from 1(G) to4G, 5G, 6G, 7G … linkedin.com. Retrieved from https://www.linkedin.com/pulse/evolution-mobilecommunication-from-1g-4g-5g-6g-7g-pmp-cfps
15. Shyrokosmuhovi systemy bezdrotovoho dostupu: vid tekhniky do ekonomiky [Broadband wireless access systems from engineering to economics]. portaltele.com.ua. Retrieved from http://portaltele.com.ua/news/technology/shirokosmugovi-sistemibezdrotovogo.html. [in Ukrainian].
16. Do 2019 roku pronyknennia mobil'noho zv'iazku v sviti dosiahne 125 % [Мobile penetration worldwide will reach 125 %in 2019]. cikavosti.com.Retrieved from http://cikavosti.com/do-2019-rokuproniknennya-mobilnogo-zv-yazku-v-sviti-dosyagne-125. [in Ukrainian].
17. Kil'kist' abonentiv mobil'noho zv'iazku rizkozmenshylasia [The number of mobile subscribershas decreased dramatically]. visnyk.lutsk.ua.Retrieved from http://visnyk.lutsk.ua/news/ukraine/24184. [in Ukrainian].
18. Ukrayntsy postepenno otkazyvaiutsia ot lyshnykh SIM-kart [Gradually ukrainians refuse from extraSIM-cards]. tc.ua. Retrieved from http://www.tc.ua/news/ukraintsyi-postepenno-otkazyivayutsya-otlishnih-sim-kart. [in Ukrainian].
19. Informatsijne suspil'stvo [Information society].ukrstat.gov.ua. Retrieved from http://www.ukrstat.gov.ua. [in Ukrainian].
20. Illiashenko, S. M. (2005). Marketynhova tovarna polityka [Marketing product policy]. Sumy: VTD Universytets'ka knyha [in Ukrainian].
21. Holubkov, E. P. (2000). Marketynhovye yssledovanyia: teoryia, metodolohyia y praktyka [Market Research: theory, methodology, practice]. Moscow: “Fynpress”. [in Russian].
22. Krykavskyj, Ye. V., Kosar, N. S., Mnykh, O. B. & Soroka, O. A. (2004). Marketynhovi doslidzhennia [Market Research]. Lviv: NU “Lvivska politekhnika", “Intelekt-Zakhid”. [in Ukrainian].
1. Yurij, Yu. M. (2010). Rol' ta znachennia sfery posluh v ekonomitsi derzhavy [The role and importance of the service sector in the economy]. Retrieved from http://www.rusnauka.com/34_ NIEK_2010/Economics/75523.doc.htm. [in Ukrainian].
2. Chukhraj, N. I. (2006). Lohistychne obsluhovuvannia [Logistics service]. Lviv: NU "Lvivska politekhnika". [in Ukrainian].
3. Lahuta, Ya. M. & Koval'chuk, O. A. (2015). Improving the customer service company. Visnyk ZhDTU "Ekonomichni nauky". [Bulletin ZSTU "Economics"], 4(74), 130–138. [in Ukrainian].
4. Nezveschuk-Kohut, T.S. (2015). Problemy ta napriamy pidvyschennia efektyvnosti upravlinnia iakistiu obsluhovuvannia na turystychnykh pidpryiemstvakh [Rroblems and efficiency rise trends of quality management services at tourism sector enterprises]. Efektyvna ekonomika [Effective economy], 4. Retrieved from http://www.economy.nayka.com.ua/ ?op=1&z=3995 [in Ukrainian].
5. Kozlovs'kyj, Ye. V. (2014). Kul'tura obsluhovuvannia ta zakhyst prav spozhyvachiv u sferi turyzmu [Culture of service and consumer protection in the tourism sector]. Pytannia kul'turolohii: Zbirnyk naukovykh prats' Kyivs'koho natsional'noho universytetu kul'tury i mystetstv. [Issues of Cultural Studies: Proceedings of the Kyiv National University of Culture and Arts], 30. Retrieved from http://knukim.edu.ua/wp-content/uploads/2016/06/111.pdf. [in Ukrainian].
6. Biloshapka, V. S. & Korchan, A. V. (2013). Bazovi osnovy protsesu rozrobky i vprovadzhennia standartiv iakosti obsluhovuvannia kliientiv banku [The basic foundations of developing and implementing quality standards for customer service bank]. Stratehiia rozvytku Ukrainy. Ekonomika, sotsiolohiia, pravo. [Strategy of Ukraine. Economics, sociology, law], 2. Retrieved from jrnl.nau.edu.ua/ index.php/SR/article/download/6217/6936. [in Ukrainian].
7. Kubiv, S. I., Krykavskyj, Ye. V. & Kosar, N. S.(2006). Marketynhova kontseptsiia formuvannia pryvablyvosti komertsijnoho banku [Marketing concept formation attractiveness of commercial banks]. Lviv: NU "Lvivska politekhnika". [in Ukrainian].
8. Yaremenko, S. S. (2015). Researching of the competitiveness of mobile communications. Yevropejs'kyj vektor ekonomichnoho rozvytku [The European vector of economic development], 1(18),227–235. [in Ukrainian].
9. Hranaturov, V. M., Lytovchenko, I. V. & Korablinova, I. A. (2013). Upravlinnia konkurentospromozhnistiu operatora telekomunikatsij [Management of competitive telecommunications operator]. Kyiv: Kafedra. [in Ukrainian].
10. Priamukhina, N. V. (2013). Place of communications services in the financial market of Ukraine. Innovatsijna ekonomika.. [Innovative Economy], 2 (40), 204–209. [in Ukrainian].
11. Mamchyn, R. O., Isakovych, I. I. & Markhevka, I. I.(2012). Features of the development of the mobile market in Ukraine. IX Mizhnarodna naukovopraktychna konferentsiia "Marketynh ta lohistyka v systemi menedzhmentu". [Abstracts of Papers: Ninth International Scientific Conference "Marketing and logistics management system"].(pp. 267–269). Lviv: NU "Lvivska politekhnika". [in Ukrainian].
12. Yak zv'iazok 5G zminyt' svit [How do connection 5G will change the world]. internetua.com. Retrieved from http://internetua.com/yak-zvyazok-5G-zm-nit-sv-t. [in Ukrainian].
13. V Ukraini do 2020 roku z'iavyt'sia mobil'nyj zv'iazok 5G [Mobile communication 5G will be in Ukraine in 2020]. ipress.ua. Retrieved fromhttp://ipress.ua/news/v_ukraini_menshe_anizh_za_try_roky_zyavytsya_5g_190677.html. [in Ukrainian].
14. Evolution of Mobile Communication from 1(G) to4G, 5G, 6G, 7G … linkedin.com. Retrieved from https://www.linkedin.com/pulse/evolution-mobilecommunication-from-1g-4g-5g-6g-7g-pmp-cfps
15. Shyrokosmuhovi systemy bezdrotovoho dostupu: vid tekhniky do ekonomiky [Broadband wireless access systems from engineering to economics]. portaltele.com.ua. Retrieved from http://portaltele.com.ua/news/technology/shirokosmugovi-sistemibezdrotovogo.html. [in Ukrainian].
16. Do 2019 roku pronyknennia mobil'noho zv'iazku v sviti dosiahne 125 % [Mobile penetration worldwide will reach 125 %in 2019]. cikavosti.com.Retrieved from http://cikavosti.com/do-2019-rokuproniknennya-mobilnogo-zv-yazku-v-sviti-dosyagne-125. [in Ukrainian].
17. Kil'kist' abonentiv mobil'noho zv'iazku rizkozmenshylasia [The number of mobile subscribershas decreased dramatically]. visnyk.lutsk.ua.Retrieved from http://visnyk.lutsk.ua/news/ukraine/24184. [in Ukrainian].
18. Ukrayntsy postepenno otkazyvaiutsia ot lyshnykh SIM-kart [Gradually ukrainians refuse from extraSIM-cards]. tc.ua. Retrieved from http://www.tc.ua/news/ukraintsyi-postepenno-otkazyivayutsya-otlishnih-sim-kart. [in Ukrainian].
19. Informatsijne suspil'stvo [Information society].ukrstat.gov.ua. Retrieved from http://www.ukrstat.gov.ua. [in Ukrainian].
20. Illiashenko, S. M. (2005). Marketynhova tovarna polityka [Marketing product policy]. Sumy: VTD Universytets'ka knyha [in Ukrainian].
21. Holubkov, E. P. (2000). Marketynhovye yssledovanyia: teoryia, metodolohyia y praktyka [Market Research: theory, methodology, practice]. Moscow: "Fynpress". [in Russian].
22. Krykavskyj, Ye. V., Kosar, N. S., Mnykh, O. B. & Soroka, O. A. (2004). Marketynhovi doslidzhennia [Market Research]. Lviv: NU "Lvivska politekhnika", "Intelekt-Zakhid". [in Ukrainian].
 
Rights © Національний університет "Львівська політехніка", 2017
 
Format 33-40
8
application/pdf
image/png
 
Coverage Lviv
 
Publisher Lviv Politechnic Publishing House