Field Of Service Provision Research Articles

ANALYSIS OF THE LEGAL FRAMEWORK IN THE FIELD OF OUTSOURCING: UKRAINIAN AND FOREIGN EXPERIENCE

This article notes that the legal regulation of outsourcing in Ukraine and abroad is based on specific laws and regulatory acts. It analyzes that Ukrainian outsourcing companies provide about 80% of their services to foreign clients, indicating offshore outsourcing. Currently, numerous highly developed countries are the most active consumers of Ukrainian outsourcing. It is identified that the absence of a definition of outsourcing contracts in Ukrainian legislation poses a significant obstacle to the activities of outsourcing enterprises in Ukraine. Reforming the legislation in the field of service provision, particularly Chapter 63 of the Civil Code of Ukraine, is necessary to create regulatory conditions for outsourcing activities.Emphasis is placed on the creation of a separate regulatory legal act that considers the specifics and characteristics of outsourcing as a type of economic activity. It is argued that aligning with general principles of international law should form the basis for developing legal norms in the field of Ukrainian outsourcing.The article characterizes that the activation and strengthening of the role of the service sector in Ukraine's relations with other countries necessitate integrating national legislation with international norms. In this context, the General Agreement on Trade in Services (GATS) is a significant source that establishes the fundamental principles of international trade in services: most-favored-nation treatment, transparency of regulation, mutual recognition of qualifications, and rules regulating monopolies and competition. The Civil Code of Ukraine is analyzed, underscoring that the concept of outsourcing is not defined, which similarly applies to the Commercial Code. However, it is referenced in specific regulatory acts, notably in paragraph 6 of Part 1 of Article 2 of the Law of Ukraine "On Capital Markets and Organized Commodity Markets."It emphasizes that the concepts of outsourcing discussed in the article define the organizational nature of outsourcing contracts, characterizing the scope of their implementation, as well as the tools and expected outcomes of implementation. Simultaneously, integrating outsourcing into an organization's activities enables it to make organizational changes aimed at enhancing efficiency through minimal costs. Introducing such an effective organizational tool into the country's economic activity requires proper legal regulation.

The current state and prospects for the development of excursion tourism

The article highlights the issue of the current state and prospects for the further development of tourism in the country. A scientific analysis of domestic literature on theoretical and practical issues in the field of tourism was conducted. The main trends in the development of excursion tourism in the world are revealed. The main indicators of tourism activity in the country are analyzed, which testify to the stable growth of the tourism industry until 2020. The factors of destabilization of the development of the industry in modern conditions are determined. It was emphasized the need to continue activities on the development of tourism both at the state and regional levels. Attention is paid to the development of excursion tourism as a perspective. The need to develop new excursion routes in the cities of the country was emphasized. The main measures for the promotion of tourism have been identified: expanding the country's access to international tourist markets; obtaining the status of a candidate for the European Union; increasing competitiveness due to the exchange of experience in the field of service provision and the creation of a quality tourist product; increasing the investment attractiveness of the recreational and touristic sphere; formation of tourist clusters; involvement of the country's regions in cultural, artistic and sports events of the European and world levels; modernization and reconstruction of the main funds of the tourism industry; development of fundamentally new excursions, introduction of new excursion tours. Under such conditions, the country's tourism, including excursion tourism, will receive a new impetus for activation and promotion on the world tourism market. Keywords: tourism, excursion tourism, excursions, potential.

Processes Optimization with Lean Tools Intensification in the Non-manufacturing Sector

The tourism industry can currently be considered one of the most important sectors of the business sphere, which largely affects the development of the national economy. Modern technologies have influenced the development of tourism in various directions and significantly contributed to the transformation of the classic customer into the so-called active customer. An active customer directly enters the product creation process through a specific corporate business model that the given company has. The constantly increasing share of online customers thus represents a huge base of potential clients but also information that needs to be processed and flexibly responded to. The article is processed as a case study, where lean principles, which are part of the process approach, are applied during the analysis. They are effective in finding and defining 7/8 basic types of losses in the production sphere, which is also related to the decision by the author of the article to use these tools in the non-production sphere as well. The output of the case study is a processed proposal of the methodology for performance measurement, and schemes of key indicators for the non-production area are proposed. Through the proposed methodology, it is possible to improve processes in the field of service provision, focusing primarily on the hotel industry, and to transform them from a classic model to a model with implemented lean tools.

Personnel Marketing in the System of Airline Anti-Crisis Management

The COVID-19 pandemic, and then the military aggression on the territory of Ukraine, had an extremely negative impact on the development of enterprises in all sectors of the state economy, personally affecting the air transport, which was forced to suspend its activities. The field of aviation services is traditionally characterized by the changing needs of customers, which causes a high degree of probability of dissatisfaction with the range and quality of aviation services provided by both domestic and international airlines. The dynamics of modern life and the business environment, the change in the ratio of work and free time increase the demand of the population for convenient and modern aviation services, putting increasingly high demands on the airlines that provide them to achieve competitive advantages. The main purpose of this study is to identify the place of personnel marketing in the airline’s anti-crisis management system. Within the framework of this article, a study of the structural elements of the marketing complex of the enterprise in the field of service provision was carried out; the structural ratio of personnel categories in world civil aviation is determined; the impact of the COVID-19 pandemic on the level of employment in world aviation is analysed; the dynamics of changes in personnel costs in global aviation under the influence of the COVID-19 pandemic are determined; the dynamics of changes in operating income and expenses for social needs of the airline “Ukraine International Airlines” under the influence of a number of crisis phenomena in the world and state economy are analysed. The methodological methods of the conducted research were the following methods: general scientific methods of analysis and synthesis, logical and situational analysis and partial methods specific to economic sciences (subject-object approach, economic and statistical analysis, grouping, comparison and classification). According to the results of the research, the authors proposed an algorithm for the process of bringing the airline out of the crisis, which takes into account the prerequisites that affected the decline in the economic performance of aviation sector enterprises and focuses on the importance of introducing personnel marketing to the anti-crisis management system. The authors recommend applying the proposed model of using personnel marketing in the processes of anti-crisis management of an airline in order to include corporate culture in the system of anti-crisis management of an airline as an important tool that will contribute to the development of the intellectual capital of the company and the generation of new ideas. The results and recommendations of the study have practical value for Ukrainian airlines regarding the integration of personnel marketing into the anti-crisis management system.

АНАЛІЗ ФАКТОРІВ ВПЛИВУ НА КОНКУРЕНТОСПРОМОЖНІСТЬ МІКРО-, МАЛИХ ТА СЕРЕДНІХ ПІДПРИЄМСТВ УКРАЇНИ НА СВІТОВОМУ РИНКУ

The article considers a number of factors that affect the competitiveness of micro, small and medium-sized enterprises of Ukraine on the world market. The great role of MSMEs in the economy and development of the country is shown. The need to ensure a high level of competitiveness of MSMEs at the international level was emphasized. The following factors influencing competitiveness are listed, such as: the introduction of innovations, opportunities to attract capital, the availability of qualified workers and managers, joining business associations, the presence of demand for MSME goods/services, the presence of partners abroad, the country's image, state support policy, the presence of a brand, the ability to ensure the necessary volumes of production, compliance with international standards, as well as social responsibility of business. Their influence on the competitiveness of MSMEs in the world market is analyzed. A study of each influencing factor in modern conditions was made. It is considered that the introduction of innovations by MSMEs is much faster than by large enterprises, the interest of small enterprises in carrying out innovative activities is aimed at non-technological improvements both in the field of service provision and in the industry. During the war, MSMEs lack qualified personnel due to the labor force imbalance in Ukraine. Emphasis was placed on the need to include MSMEs in business associations for successful work in the conditions of global market competition. It is shown that the positive image of our country on the international market, which is being formed now, has an impact on competitiveness and ensures a good attitude towards the products of Ukrainian manufacturers. Ensuring the necessary production volumes is currently possible only under the conditions of reformatting of logistics, mutual assistance, and state support. Means of finding partners abroad by Ukrainian MSMEs, possible sources of financing are listed. The importance of social responsibility of MSMEs, the need for branding their products was noted. compliance with international standards.

Provision of services by public administration: models of regulation

In order to ensure the full realization of rights and freedoms, legitimate interests of citizens, to meet public needs in Ukraine, public authorities (mainly executive) and local governments, as well as other authorized public administration entities provide more than 130 items of various services. The application of laws in the field of service provision is primarily defined by part three of Art. 42 of the Constitution of Ukraine, according to which the state protects the rights of consumers, controls the quality and safety of products and all types of services and works, promotes the activities of public consumer organizations. The article analyzes various types of services provided to individuals and legal entities on the basis of the analysis of the norms of the current legislation of normative-legal acts and scientific views. It is determined that the development of democratic principles in the activities of executive bodies, local governments, their officials is closely linked with the efficiency and quality of services that must meet European principles and standards.
 It is established that in the current laws and regulations and in domestic legal science there are different approaches to understanding the concept of «service», features of the procedural part of service provision, as well as the fact that current legislation does not contain a definition of «service procedure» and a clear procedure services by public administration.
 Attention is drawn to certain shortcomings in the regulation of the procedure for providing services by executive authorities and local governments, and it is emphasized that despite certain legal and political difficulties in implementing the Law of Ukraine «On Administrative Procedure», a number of comments were made by the Chief Scientific Expert. The Verkhovna Rada of Ukraine adopted this law, which is an important step towards systemic public administration reform and bringing it closer to European principles and standards, and the shortcomings of the public administration's relations with citizens can be eliminated by making a number of changes and additions.

АЛГОРИТМЫ ОЦЕНКИ ЭФФЕКТИВНОСТИ БИЗНЕС-ПРОЦЕССОВ ПРЕДПРИЯТИЯ НА ОСНОВЕ СИСТЕМЫ СБАЛАНСИРОВАННЫХ ПОКАЗАТЕЛЕЙ

The article presents an algorithm for analyzing and evaluating the effectiveness of business processes of enterprises. Modern enterprises must have a well-thought-out and effective system of managing their activities for sustainable competitiveness, which can be achieved on the basis of certain methodological approaches. The profit that is the purpose of the functioning of Kazakhstan enterprises in many cases cannot be obtained, due to the incorrect operation of business processes and the allocation of appropriate resources. Constant modernization of enterprises is a financially costly solution to the problem of ensuring planned income. At the same time, the modernization of the enterprise should be carried out only after a deep analysis and assessment of the "bottlenecks" of the company's business processes. The purpose of the study is to determine the methodology for analyzing and evaluating the business processes of Kazakhstani enterprises in the field of service provision. The proposed methodology is designed to identify "problem" areas of specific business processes by calculating weighted average, integral and generalized indicators of efficiency and effectiveness. This allows you to assess the state of both individual business processes of enterprises and their totality, as well as to set priorities for management actions to improve them. While previous research has attempted to use tools and models to visualize technological business planning, limited previous research has focused on strategic planning modeling. Due to the problems associated with the lack of guidelines for business strategy modeling, a holistic approach is needed. Using the balanced scorecard evaluated the efficiency and effectiveness of business processes on criteria and indicators allow you to monitor current activity and to evaluate the effectiveness of its operations at any time.

Digitale Transformation

The employment and work of the future is taking place in service provider systems, which are a result of the digital revolution. Nevertheless, politics, science and research have insufficiently considered the consequences of the digital revolution for the organisation of work in the field of service provision. Using the example of logistics, this book presents the social economy, knowledge services, and the consequences and design options for work and employment at the levels of ‘society’, ‘services, markets and the economy’, ‘service development’, ‘service production’ and ‘model development’ from different technical perspectives. The essay ‘Services are becoming high-tech’, written by twenty academics, outlines a design concept for top-class service research, which can serve as a trailblazer for international competitiveness, high customer value and good work in the digital revolution. <bold>With contributions by</bold> Ursula Bach, Bernd Bienzeisler, Tilo Böhmann, Jost Buschmeyer, Wolfgang Dunkel, Martin Eisenmann, Gerhard Ernst, Michaela Evans, Gerhard Finking, Michael Fischer, Walter Ganz, Philipp, K. Görs, Birgit Graf, Winfried Hacker, Ewald Heinen, Markus Hoppe, Henning Hummert, Heike Jacobsen, David Kremer, Vanessa Kubek, Niklas Kühl, Hendrik Lager, Andrea Lohmann-Haislah, Andrea Martin, Nadine Müller, Claudia Munz, Friedhelm Nachreiner, Friedemann Nerdinger, Ulrike Pietrzyk, Gerhard Satzger, Birte Schiffhauer, Christian Schiller, Lothar Schröder, Martin Schütte, Udo Seelmeyer, Guiseppe Strina, Anne Traum, Anne-Sophie Tombeil, Michael Vilain, Alfredo Virgillito, Philipp Waag, Harald Weber, Johannes Wendsche, Claus Zanker, Klaus J. Zink, Klaus Zühlke-Robinet

Assessment of Critical Success Factors of TQM Culture in Hospitality Sector in Kosovo

This paper attemts to ilustrate how the managers and the staff of a 5 star hotel in Kosovo define quality. Furthermore, it explores the number of critical success factors related to TQM culture and how they are applied in the hotel operations. Different theories related to the quality in the field of service provision, more particular in hospitality or hotel sector and the introduction of the TQM culture in the same sector. A conceptual framework based on existing theories and literature is developed which is than confirms through the research findings and analysis. The findings suggest that most features associated with TQM, like critical success factors assessed throughout the research (leadership, customer focus, and training, communication, teams and staff empowerment) can produce an advantage for the 5 star hotel operations that will affect the quality of service. Furthermore, it confirms that some of the TQM aspects are applied and can be applied in 5 star hotel operations in Kosovo. The issue is whether these aspects are understood as TQM principles and whether their added value is embraced in the day-to-day running of the hotel. The outcomes imply that, indeed, the TQM culture is present in the The Hotel, a 5 star hotel in Kosovo. Some of the critical success factors are directly linked to TQM and some less and it also provides suggestions for improvement where needed, especially related to specific tools that are integral parts of the TQM culture.

Gimme Shelter: Inclusion and Exclusion of Irregular Immigrants in Dutch Civil Society

The present article investigates the role of civil society in internal migration control by looking at the exclusion of irregular immigrants within Dutch society. Based on qualitative fieldwork and an inventory of nongovernmental organizations (NGOs) and their tasks, we have analyzed the bureaucratic field of service provision to irregular immigrants, which is characterized by constant negotiations at different levels. We can safely conclude that even after years of strong exclusionary rhetoric from the part of the national government, civil society still plays an important supportive role with respect to the shelter of irregular immigrants in need. Yet, this does not imply that every irregular immigrant can easily fall back on organizations within civil society. NGOs have to choose who deserves support and who does not. Their consideration and deliberations to some extent mirror the priorities of the national policy, which stresses the importance of return of irregular immigrants to their country of origin.

A Semantic Study for the Determinants of the Expatriate Employeess Qualifications Affecting the Perceived Service Quality

Culture affects how people express themselves, interact and do business with others, Tse et al (2008). The perceived service quality is influenced by several factors such as culture, the latter affects the behavior of expatriate employees in the field of service provision in which the perceived quality varies from an expatriate to another. This research aims to identify the impact of culture on the quality of the perceived service by expatriate employees.A qualitative study was conducted and based on a semantic analysis of opinion of interviewed expatriate employees into two group meetings (Focus Group). An analysis by the TROPES software has identified the determinants affecting the same quality of the perceived service by expatriates.

‘Working with vulnerable children’: Listening to the views of the service providers working with street children in Istanbul

Abstract As in other developing countries with major metropolises, ‘street children’ have constituted one of the most important problems in Turkey, particularly in Istanbul, over the last two decades. The General Directorate of Social Services and the Child Protection Agency (SHCEK) is the state agency responsible for street children and their protection. The purpose of the study is to explore the nature and organisation of state welfare service provision for street children in Istanbul and to develop a conceptual framework of state welfare service provision for street children in Istanbul from the service providers' point of view. While the street children phenomenon is well documented in other national contexts, and has been approached as a socio-economic problem on both the micro and macro levels in the local literature, the field of service provision for street children in Turkey has been little investigated up to now. For this study, narrative interviews were utilised to collect qualitative data on the services for street children. The research sought the participation of all service providers, ranging from senior management and front-line workers through to the support staff employed by the SHCEK centres. The approach taken has been richly rewarded by the data amassed on the organisational culture and shortcomings of these units. This not only supports the results of similar research globally, but also provides a useful alternative explanation of the persistence of the street children problems of Istanbul. The most important result of the research is the demonstration that service provision cannot be assessed without the direct investigation of service providers because the service providers themselves determine the scope and the quality of the service provision. The research demonstrates that SHCEK reproduces its own marginalisation in society, and consequently that of its employees, in a way that ultimately ensures the re-marginalisation of the service users.

Supported employment in Northern Ireland: a gateway towards social inclusion for people with learning disabilities

Services in Northern Ireland for adults with learning disabilities do not place enough emphasis on supported employment as an option of intervention to meet individual needs. There is strong evidence to suggest that employment often acts as a gateway toward increased self-esteem, ascription to adult status, social inclusion and heightened dignity for adults with learning disabilities. This paper explores the 'need' to implement strategies of support with regard to employment and an historical overview of supported employment as a model of intervention. How Triangle Women's Housing Association Ltd in Northern Ireland has managed and developed this challenge by a user-led initiative in the field of service provision is briefly outlined.