Client-oriented Approach Research Articles

Modern Digital Technologies and Automatic Control Systems In Logistics Companies - Digital Logistics

Digitization is one of the most important tools for survival in the new world. Today, business is moving from global digitalization to global adaptation. Business will have to solve the technical issues (hardware, components, software); develop new and replace existing IT services, enhance physical, economic, organizational, personnel, information, legal security The article considers the relevance and importance of introducing modern digital technologies into the activities of logistics companies. Thanks to innovations, many companies have the opportunity to increase their competitiveness and client-oriented approach in the logistics market. The article also contains examples of various automated control systems in certain logistics processes and their application in practice. The use of modern information technologies and intelligent transport management systems is a key area for improving the delivery of goods. The use of modern information technologies and intelligent transport management systems is a key area for improving the delivery of goods so the article considers the relevance and importance of introducing modern digital technologies into the activities of logistics companies. The article also contains examples of various automated control systems in certain logistics processes and their application in practice. Digitalization makes the transportation of goods much simpler, provides flexibility in working with customers and allows one to pay in any currency through various payment systems. In addition to simplifying electronic document management and communication process, digital logistics in the future is considered to use unmanned vehicles and drones. Such facilities provide faster delivery of goods or communication to remote areas when roads are congested. Key words: logistics, digitalization, information technology, automated logistics, digital logistics and technologies, increasing competitiveness and client-oriented approach, logistics market, intelligent transport management systems, multimodal cargo transportation.

Аспекты повышения трудового потенциала региона на основе системы дополнительного экономического образования

The article analyzes the main factors that can affect the socio-economic development of the region, from the point of view of training labor resources in the field of economic education. The influence of the state's investment policy on the development of regions on the basis of advanced training of personnel of organizations and enterprises is considered. The necessity of forming a client-oriented approach in the system of additional economic education, taking into account the peculiarities and potential of the region, is substantiated. Possible prospects for the development of the region based on the elements of the potential of additional economic education are presented.

Управління комерційним банком на засадах клієнтоорієнтованості

The purpose of the article is to develop theoretical and methodological aspects of managing a modern commercial bank using a client-oriented approach. As a result of the study, the most reliable commercial banks were evaluated according to the National Bank of Ukraine, namely: JSC «Raiffeisen Bank», JSC «UkrSibbank» and JSC «Credit Agricole Bank», among which JSC «Credit Agricole Bank» was identified as the most client-oriented commercial bank. It is a veritably reliable bank with foreign capital that steadily increases its client base and its market share, paying special attention to the categories of clients such as middle-class and agricultural area, effectively managing risk and profit. The authors came to the conclusion that the introduction of a client-oriented strategy ensures sales growth, lower costs for attracting new clients, increasing cross-sales, strengthening market positions, profit growth. The work identifies and substantiates practical recommendations for the formation of a modern client-oriented attractive commercial bank. The study considers such components as: organization structure, format of branches, corporate culture, qualification of staff, its attitude to the client, information and computer support, communication with the client, image, reputation of the bank, quality of services. It is proposed to segment the client base into separate groups of clients, which are the directions of further research by the authors of the article. This approach will allow to assess the possibilities of mutually beneficial cooperation with different groups of clients, define the profile of clients to determine the optimal way to promote a banking product/services, differentiate the price of banking products/services for various clients.

Development of the logistics system of urban public passenger transport

Setting the task of improving the efficiency of the functioning of the logistics system of urban public passenger transport, which ensures the achievement of the goals set from the standpoint of a client-oriented approach, requires the establishment of regularities for the transformation of the managed system in order to develop management tools that are relevant to future changes in the system and operating factors. To do this, it is necessary to solve a number of specific tasks: to justify the priority of a value-oriented approach as an imperative for the organization of urban public passenger transport logistics systems in the context of new mobility, to identify and systematize the determinants of the development of urban public passenger transport logistics systems, to substantiate the promising states of the structural and dynamic characteristics of urban public transport logistics systems. public passenger transport, to develop strategic structural and functional models for organizing the logistics system of urban public passenger transport. The basis of the research is formed by fundamental and applied works in the field of the general theory of logistics, the concepts of marketing and service logistics, transport and logistics services, the theory of passenger transportation, and the theory of consumer value. In the course of solving problems, general scientific and special methods were used, including a systematic approach, methods of structural-dynamic analysis and structural design, methods of expert assessments, situational and scenario analysis, visualization and meaningful interpretation of factual data. The most significant results of the study: an organizational and economic mechanism is proposed based on the principle of the relationship between the value characteristics of transport and logistics services in the logistics system of urban public passenger transport and the parameters of service and passenger flows, including a set of methods for economic and administrative-legal regulation of the cost parameters of the logistics system using detailed factorial system of customer satisfaction.

Клиентоориентированный подход в оценке качества транспортного обслуживания частных клиентов

The article examines the problem of the quality of service for private clients in the transportation of groupage cargo. The research is conducted from the perspective of a private client-oriented approach. The author proposes an assessment technique. It is based on a system of quality criteria. They are formed taking into account the specifics of the work of the transport company with individual consignors. The technique has been tested on the example of the Russian Railways-Express service of the Russian Railways JSC. Based on the results of the study, the strengths and weaknesses of transport services to customers are identified, recommendations are formulated to improve its quality.

Історичний розвиток, порівняння і використання заняттєво-орієнтованих моделей ерготерапії

The purpose of the study is to make a comparative analysis of occupational therapy models based on Person-Environment-Occupation-Performance Model, Canadian Model of Occupational Performance, and competent environmental activities (Care of People with dementia in their Environments), as well as to provide a brief historical review of the development and formation of models in occupational therapy. Materials and methods. The main research method is the method of analysis, which is used to comprehensively consider and describe the historical development, comparison and using activity-oriented models in occupational therapy. Results and discussion. Selecting more effective activity-oriented models requires comparing occupation models, making recommendations for selecting and combining these models in practice, and providing a systematic approach to integrating occupational engagement models with reference systems for guidance, evaluation, and intervention. All models follow a common line of thinking, and this reinforces theories. The choice of model to be used to support the practice will ultimately depend on the therapist's knowledge. Understanding these models will provide the therapist with the knowledge to view the individual as a person and to guide the therapist to clinical considerations. Models are not identified with a specific group of customers, but Canadian Model of Occupational Performance is suitable for situations where a client-oriented approach is required. The Care of People with dementia in their Environments model with a flexible approach will support the therapist's reasoning in situations where clients are unable to solve the problem or the therapist requires more guidance. It is worth noting that at the moment, a very popular practice, which is focused primarily on the client, is the basis for interaction with people in all countries. During occupational therapy, the therapist should move smoothly from one section to another to provide adjustment and improvement. In fact, success in occupational therapy is seen as an important element, because it is believed that it increases self-esteem and motivation to accept new challenges. Conclusion. The analysed models of occupational therapy are based on humanistic values, indicating that occupational therapy distinguishes classes as a positive interaction between man and the environment to influence the general well-being. All three discussed models provide a clear structure of the occupational therapy process. The practical value of the research in this area is to identify and explain opportunities for the most effective use of occupation-focused models

Optimization of business processes as a factor in improving the efficiency of spa treatment

The key values for consumers of health and wellness services are the improvement of health with the help of natural healing resources, recreation in areas with a healing climate, achieving the effect of treatment, participation in cultural and entertainment events, the possibility of caring for a child during treat-ment, as well as the involvement of a psychologist and a leisure animator. The problem discussed in this article is related to a client-oriented approach to improving the quality of spa treatment based on the adapta-tion of scientific and theoretical approaches related to the formation of a model of the main business pro-cesses in spa medicine. Modern macroeconomic conditions and dynamics of regional markets of health and wellness services actualize new approaches and tools for managing sanatorium treatment. Modeling of busi-ness processes is used by business entities of various industry specialization, but they are not sufficiently adapted to the functioning of the sanatorium-resort complex. The purpose of the article is to build an effective business model of sanatorium-resort enterprises for the adaptation of value propositions to customers to production opportunities and their improvement. System analysis, financial and economic analysis, modeling of business processes were used in the development and implementation of services of the sanatorium-resort complex. It has been revealed that currently the main values for clients are the effects of therapeutic treat-ment. The value proposition is a component of the business model of the sanatorium complex enterprise in the conditions of macroeconomic and market transformations. The formation of an effective business model of sanatorium-resort treatment should be based on the coordination of actions of state authorities, enter-prises of the sanatorium-resort complex and related industries, implementation, control of the use of natural therapeutic resources of the Perm Region.

Взгляд на взаимодействие традиционных и цифровых инструментов банковского обслуживания

The article is focused on studying the global trends in banking systems: development of digital banking, displacement of traditional banking - banking of branches (affiliates). Within the framework of this global trend, a hybrid banking service model is noticed to be forming, where traditional and digital banking systems complement each other. The concepts of traditional and digital banking are given a detailed consideration. The element of traditional banking – a “live” dialogue between a client and a bank employee - is a very important aspect for the efficient customer service and banking system on the whole. The models of the banking system of modern Russia, Germany, Switzerland and other countries of continental Europe are largely homogeneous. The interaction of traditional and digital banking instruments develops according to the general principles. There has been analyzed the research of the German economists and bankers. There has been mentioned the successful operation of banks in Switzerland, Germany and other banks using the banking systems of the continental model for building new cooperatives of banking instruments. A special importance is given to another global trend - the creation of financial and banking ecosystems, which today mean the combination of banking and non-banking services in the interests of developing a client-oriented approach. There has been justified the hypothesis of the inevitability of building a hybrid model of traditional and digital banking, its actual implementation into actively developing financial and banking ecosystems.

Стратегічне управління підприємством: клієнто-орієнтований підхід

The paper considers the theoretical foundations of the client-oriented approach of strategic management of the enterprise. According to the authors, this concept is to focus on indicators of consumer activity, as well as improving the level of service to each client and increasing the cost of it. The concept of customer orientation is the basis of competitiveness, sustainable development of the company by effectively adjusting the business processes of the organization in relation to customers. The strategy assessment process describes strengths, weaknesses, threats, and opportunities using SWOT-analysis and grouped using method PEST + M-analysis. At the next stage, the internal environment was diagnosed (analysis of the competencies of the staff, the purchasing activity of customers, the state of the enterprise in the market) and the elements of the marketing mix of the company were analyzed. At the final stage, proposals and recommendations were formed based on the results of the preliminary analysis.

Особливості організаційної культури підприємств у сфері готельних послуг

The successful development of organizational culture contributes to the improvement of the efficiency of financial and economic activities of enterprises in the sphere of hotel business, the level of competitiveness and investment attractiveness. Therefore, in the current conditions of enterprises operation, the problems of transformation of their organizational culture are becoming increasingly relevant. The article is aimed at empirical exploration of features of the organizational culture of hotel services enterprises. To achieve this aim, the following general scientific research methods were used: analysis and synthesis, expert survey, generalization, systematization, structural-logical method. The article presents the results of the carried out expert survey in order to identify modern problems, barriers, features, trends and ways of development of organizational culture of enterprises in the sphere of hotel services in Ukraine. An evaluation of the efficiency of development of organizational culture of enterprises was made. Calculations show that the surveyed hotel services enterprises have an average level of organizational culture development (0.664), since the integral indicator is in the range of 0.5–0.75. As result of the research, it is determined that the basis of the organizational culture of Ukrainian enterprises in the sphere of hotel business is formed by such key principles as leadership of managers, application of a client-oriented approach, involvement and concern of staff, introduction of digital technologies and information systems.

Banking law as the complex branch of legislation

The objective of the present research is the formation of the concept of teaching banking law as the interdisciplinary subject of the Master’s degree in Economics and Law in higher educational institutions. The work used the dialectic and technical methods that allowed showing the interrelation and mutual influence of the various aspects of the banking law as the interdisciplinary subject in the higher educational institutions. The comparative and legal method was used for revealing the stages of the legal regulation of the banking system of the Russian Federation and the formation of the banking law as the complex branch of legislation. The inductive method was applied when analyzing the Russian legislation with regard to the status of the Central Bank of the Russian Federation, lending institutions, bank operations and transactions and deals from the point of view of client-oriented approach and protection of consumers’ rights when obtaining financial services. The most important result of the present research is the grounding of advisability to teach the banking law in the higher educational institutions as the interdisciplinary subject of the Master’s degree in Economics and Law. This offer was introduced basing upon the position of the Theory of the state and law and the sectoral science of Financial Law to consider the banking law as the complex branch of legislation that allows characterizing the offer made as a result characterized by the scientific novelty having the scientific and theoretical significance for the further scientific discussions regarding the role of the complex educations in law, improvement of the law-making, law-enforcement and law-interpretive activity of the Central Bank of the Russian Federation and also the day-to-day update of the legislation due to the changing realias, performing works on education in the law and financial literacy, improvement of client-oriented approach when providing banking services and protection of rights and legal interests of the consumers of financial services.

Науково-методичний підхід до оцінювання ефективності митного контролю в системі фінансової безпеки

Статтю присвячено дослідженню функціонування блоку оцінки результатів митного контролю, що вимагає розробки методичного забезпечення такої оцінки та формування показників і критеріїв результативності й ефективності контрольної діяльності. Визначено, що сьогодні не існує єдиної методики оцінки ефективності митного контролю. Це обумовлено такими причинами: по-перше, митний контроль має власну специфіку оцінки, що вимагає формування відповідних показників та критеріїв; по-друге, триває дискусія з приводу придатності для цілей оцінки ефективності часткових або все ж таки інтегральних показників; по-третє, є плутанина з приводу оцінки результативності, дієвості та ефективності контролю як близьких за змістом оціночних характеристик. Відсутність єдиної методики оцінки ефективності митного контролю в системі фінансової безпеки, важливість розробки оціночних показників та критеріїв для таких цілей свідчить про актуальність та значущість теми дослідження в цьому напрямі. Метою статті є аналіз наукових підходів до ефективності контрольної діяльності та розробка методичного забезпечення оцінки ефективності митного контролю в системі фінансової безпеки. Оцінка переваг та недоліків існуючих методичних підходів до аналізу ефективності митного контролю надала можливість обрати науково-методичний підхід, який є поєднанням підходу, орієнтованого на бенчмаркінг результатів із застосуванням методу Евклідової відстані, і клієнтоорієнтованого підходу, результатом використання якого є визначення інтегрального показника ефективності діяльності регіональних митниць та ідентифікація місця кожної митниці в одержаному кінцевому рейтингу шляхом проведеного ранжування з використанням методики «суми місць». Прикладне застосування запропонованого науково-методичного підходу дозволить визначити ефективність діяльності митних органів з позиції збільшення митних надходжень до бюджету та забезпечення відповідного рівня фінансової безпеки, встановити ступінь задоволеності користувачів митних послуг діяльністю митних органів.

The impact of digitalization on the client-oriented approach in the provision of public services to business entities

The development of a client-oriented approach in the provision of public services in the Russian Federation is an urgent task in modern conditions. The availability of public services, the quality of their provision forms an idea of the quality of life of the population in the state as a whole.The quality of public services is one of the generalizing characteristics and an important indicator of the activities of Federal and municipal Executive authorities. On the one hand, the activities of Federal and municipal Executive bodies providing public services do not aim to make a profit. Such organizations provide public services to the population, some of them are implemented on a reimbursable basis. The term “effectiveness of public services” should be considered primarily in view of its social purpose, which is directly related to the satisfaction of recipients of public services.

Participatory Demonstration and Evaluation of 'Chefeka' Hive Technology in Abaya and Yabello Districts of West Guji and Borana Zones of Oromia Regional State, Ethiopia

The active role of pastoralists in developing beekeeping technologies has been largely underestimated and underutilized. In view of this the study was conducted during the 2013/14 and 2014/15 at Abaya and Yabello Districts of West Guji and Borana Zones to evaluate the productivity and profitability of Chefeka hive made from locally available materials under pastoralists’ and farmers’ circumstances, to create awareness on Chefeka hive made from locally available materials for pastoralist beekeepers, and to improve farmers’ and patoralists' knowledge and skill of application/use of the Chefeka hive technology. Generally one demonstration site have been selected from each districts based on the potentiality of the area and participation of pastoralists in beekeeping activities. For evaluation and demonstration of the technology various participatory approaches were employed namely, Pastoralists Research Groups Formation, Training, Client-oriented research approach workshop and exchange visit. At each site three chefeka hives have been constructed and yield comparison was made with traditional beehives and analyzed using descriptive statistics. The result of the demonstration showed that the honey bees have accepted the chefeka hive made from locally available materials. The average honey yield obtained per annum from chefeka hive made from locally available materials and traditional hive is 11kg and 3kg, respectively. Even though chefeka hives’ cost of production is different from place to place, it is on average 62.00Birr. At all demonstration sites, the beekeepers have confirmed as the technology fits to their socio-economic situation(affordable & manageble). Hence, the technology is productive, affordable and strongly recommended to be more popularized for maximizing honey production and alleviating the existing problems of traditional beehives. Keywords: Chefeka hive, Participatory demonstration, Beekeeping DOI: 10.7176/JBAH/10-18-03 Publication date: September 30 th 2020

Development of organizational culture in the management system of the food industry enterprises

Purpose. The purpose of the article is a marketing research of the peculiarities of the organizational culture of the food industry enterprises and the identification of tendencies, problems and prospects of its development in the current economic conditions in Ukraine.
 Methodology / approach. Dialectical method of scientific cognition, complex, systematic, logical approaches were used to achieve this purpose and to solve certain problems. During the research, general scientific methods of abstraction and analogy, induction and deduction, analysis and synthesis, generalization, structural-logical, economic-statistical, mathematical-statistical, expert surveys were applied.
 Results. The results of the expert survey are presented as a method of empirical research in order to identify current problems, barriers, features, tendencies and ways of developing the organizational culture of the food industry in Ukraine. The barriers that impede the effective development of the organizational culture of enterprises include the following: functional disruptions impede data sharing; lack of digital platforms for managing large databases; lack of digital competence of staff; lack of a well-defined definition of customer orientation; misunderstanding of the essence of the client-oriented approach to the formation of organizational culture; the inability of the company to communicate with customers. It is established that the main obstacles to the transformation of the organizational culture of companies in terms of digitization of the economy are: low level of employee involvement; lack of financial resources; imperfection of organizational structure; lack of clear vision and support for leadership; misunderstanding of digital trends; not making necessary changes to the organizational culture; underdevelopment of IT infrastructure; lack of digital skills; lack of databases.
 It is proved that there is a direct correlation between the organizational culture of enterprises and financial results. Expert assessment of the influence of endogenous factors on the development of organizational culture of enterprises and the intensity of use of channels of internal communication. Indicators that reflect the characteristics of the organizational culture of enterprises have been identified and calculated. The calculations showed that the level of development of organizational culture at the surveyed enterprises is average and is 0.529. It should be noted that the level of development of organizational culture of food processing enterprises is significantly influenced by such indicators as «Empowerment» (0.663), «Strategic direction and intentions» (0.620), «Teamwork orientation» (0.593), «Objectives and Tasks» (0.570), «Vision» (0.567). However, food companies pay insufficient attention to organizational staff training, employee training, the ability to change under the influence of exogenous factors, and the application of a customer-centric approach to customer service.
 Originality / scientific novelty. On the basis of Denison’s methodology, the methodical approach to the assessment of organizational culture of the food industry enterprises has been improved. Approbation of the proposed approach showed that the interviewed enterprises have an average level of development of organizational culture (0.505), since the value of the integral indicator is in the range of 0.51–0.75.
 Practical value / implications. Priority directions of improvement of development of management of organizational culture of food industry enterprises are offered, implementation of which will contribute to optimization and automation of personnel management processes, increase of productivity of employees, increase of profitability level from sales of products, improvement of quality of logistic service and level of customer service.

РОЗРОБКА ІНФОРМАЦІЙНОЇ ПІДТРИМКИ ПРОЦЕСІВ УПРАВЛІННЯ ВНУТРІШНІМ АУДИТОМ ВІЙСЬКОВИХ ПІДРОЗДІЛІВ НАЦІОНАЛЬНОЇ ГВАРДІЇ УКРАЇНИ

This article presents an analysis of information support systems for internal audit management of the National Guard of Ukraine units. ERP – MRP – MRP II standards are proposed as a conceptual basis for informational support of internal audit of the National Guard of Ukraine units. The general features of ERP systems as an add-on to the MRP II methodology are considered. A set of properties that distinguishes ERP class systems is considered. To optimize information support for the internal audit process of the National Guard of Ukraine formations in WinPeak CRM. The main known facts that confirm the benefits of CRM are analyzed. It is stated in the work that within the framework of this concept the military units of the National Guard of Ukraine, using available tools, technologies and approaches, improve relations with suppliers and stakeholders. The article states that WinPeak CRM systems should be used to optimize information support for the internal audit of the National Guard of Ukraine formations. WinPeak CRM enhances the effectiveness of communication with military unit stakeholders. The main opportunities offered by Terrasoft CRM system for informational support of the process of internal audit of the National Guard of Ukraine formations are analyzed. The paper specifies that Monitor CRM users should be representatives of the command of military units that make decisions on commercial interaction with suppliers. The article states that the optimization of the information system for managing the internal audit of the military units of the National Guard of Ukraine can occur through the introduction of complex automated control systems. Thus, the analysis of modern information systems for internal audit support showed that the organization of the logistics system is carried out on the basis of a new client-oriented approach CRM. Programs developed on the basis of such a strategy are in high demand, although there are some points that slow down and complicate the implementation process: first, the development of the system must take into account the specifics of the industry and production; secondly, the manufacturers of such systems create a "box version", which complicates the implementation process; thirdly, the activity of one enterprise may differ significantly from that of another enterprise in this field. The method of internal audit of the National Guard units ofUkrainemay be the direction of further development of this research.

Ecosystem concept of the aviation industry

Annotation. Introduction. Industry’s development is an actual focus point for regulators and researchers. Certain preconditions for the development are related to the growing influence of digitalization on industry relations and informational support. Client-oriented approach becomes dominant in shaping relations inside and outside the industry. The goal of the article is to develop a concept of the aviation industry ecosystem by creating an algorithm for involvement of its agents and identification of stages to build the process of common efforts to develop the industry. The research relies on the following methods: data search, structural, cause and effect and system analysis. Results. The development of the aviation industry occurs under conditions of tight relationships with related industries, so it has a profound effect on their development too. The central point of this area is an airport, which directly cooperates with aircraft carriers operating under competing business-models of network or low-cost flights, but also is deeply integrated into local economic system as an important part of transport infrastructure. Formation of a common area for development, which is to stimulate the demand in aviation and related industries, notably the tourism, is underway with increasing speed, as liberlization of aviation transportation. So the governmental regulation shall use the specific approaches for the new situation. The aviation industry ecosystem regards a consumer on several stages of the travel process: inspiration for a trip, reservations of tickets, hotel and other services, preparation for a trip, airport experience, flight experience, arrival experience, destination experience and post-trip experience. The article defines which agents are responsible for the successful completion of every stage. The prospects for further research. The prospects for further research may apply the development of an economic-mathematical model for government regulation of the aviation industry under the perspective of its ecosystem development.

Evaluation of Customer Orientation of Russian Companies Using Machine Learning Methods

In this paper, the researchers’ attention was focused on how the strategy of customer orientation is reflected in the internal documents of companies and materials posted on the websites. The authors used a formalized method of studying text information-content analysis. The results of the pilot study indicate that for a number of reasons, the client-oriented approach is not a business ideology for many large companies; most of the sample studied is characterized by a formally stated interest in the needs of customers. In order to ensure the possibility of carrying out large - scale regular research, the concept of building a software package for the analysis of customer orientation companies using machine learning methods – SP ACOC has been developed. To implement this concept, the quality metric of classification algorithms was determined; several algorithms were trained; a program was developed and tested, which determines the degree of customer orientation of the company according to its documents according to the chosen algorithm Automation of the process of evaluation of customer orientation companies will reduce its complexity, expand the range of objects studied, improve the accuracy and objectivity of the results.

ВЫРАЖЕННОСТЬ МОТИВОВ ПРОФЕССИОНАЛЬНОЙ ДЕЯТЕЛЬНОСТИ У СОТРУДНИКОВ НАЛОГОВОЙ СЛУЖБЫ

The article is devoted to the study of the motivation structure of tax authorities ' employees. The effective work of employees in a client-oriented approach is largely due to the peculiarities of their work motivation, which makes this topic relevant. The hierarchy of motives of professional activity is revealed. The leading motive among the employees of the tax service was “satisfaction with the process itself and the result of working”, and the least pronounced was " the desire to avoid criticism of managers and colleagues. A comparative analysis of the expressiveness of motives among employees, depending on the direction of their activities. Motivation complexes of employees of different departments of the Federal tax service of Russia are analyzed. It is shown that the optimal motivational complex is observed among the employees whose activities require creativity and analytical skills. External negative motivation prevails among the employees of non-priority departments.

Клієнтоорієнтований підхід до логістичного сервісу в умовах інформаційної економіки

Клієнтоорієнтований підхід до логістичного сервісу в умовах інформаційної економіки