High-level Services Research Articles

A real‐life study on the value of integrated optimization in order picking operations under dynamic order arrivals

AbstractOptimizing the order picking operations is indispensable for warehouses that promise a high customer service level. While many areas for improvement have been identified and studied in the literature, a large gap remains between academia and practice. To help with closing this gap, we perform a case‐study in collaboration with a spare‐parts warehouse in Belgium. In this study, we optimize the order picking operations of the company, using the actual warehouse layout and real order data. A state‐of‐the‐art online integrated order batching, picker routing and batch scheduling algorithm is adapted to consider multiple real‐life constraints. More specifically, the dynamic arrival of new orders is considered, and a capacity constraint on the sorting installation should be respected. Furthermore, a new waiting strategy is studied in which order pickers can temporarily postpone certain orders, as combining them with possible future order arrivals may allow for more efficient overall picking performance. Finally, the performance of the current operating policy is compared with that of both a seed batching heuristic and our metaheuristic algorithm by use of an ANOVA analysis. The results indicate that the number of order pickers can be reduced by 12.5% if the new optimization algorithm is used, accompanied by an improvement in the offered customer service level.

Research on Inventory Sustainable Development Strategy for Maximizing Cost-Effectiveness in Supply Chain

This study addresses the challenges of the expanding global online retail market by developing an innovative inventory management strategy that promotes sustainable development. We propose an integrated planning model that utilizes a newly enhanced Parallel Chicken Swarm Optimization (PCSO) algorithm alongside the established Economic Order Quantity (EOQ) model and the (s, S) inventory policy. Our model demonstrates its effectiveness through simulation experiments, showcasing its ability to dynamically adjust inventory thresholds based on daily forecasted demand, which significantly optimizes replenishment strategies. Notably, our model achieves a total cost reduction while maintaining a high service level of 0.761467 and reduces computational time to 82.32 s, highlighting its efficiency and adaptability. The innovation of this research lies in the application of the PCSO algorithm to dynamically manage inventory in real-time, aligning with sustainable inventory management practices. This study significantly contributes to the field by enhancing the economic and environmental sustainability of supply chain operations.

Regional comparison of the structure of human well-being related to ecosystem services in coastal areas of Japan: possible effect of anxiety unique to the ria coast

People living in coastal areas have the advantage of accessing a high level of ecosystem services, but are also exposed to the dangers inherent in living by the sea in an area prone to natural disasters. To achieve sustainable utilization of the high ecosystem services of coastal areas, establishment of an effective marine policy based on regional characteristics of human–nature interactions is essential. We compared the structure of perceived satisfaction for five components of human well-being (‘Security’, ‘Basic material for a good life’, ‘Good social relations’, ‘Health’, and ‘Freedom of choice and action’) derived from coastal ecosystem services among three sites in Japan (Wakasa, Sanriku, and Shima) that share the same natural and social backgrounds: highly dependent on fisheries industry, located in the same climate regime (temperate zone), and have similar topographical features (ria coast). Structural equation modeling using the results from questionnaire surveys showed that the three sites shared a common basic structure of the interactions among the five components of human well-being. However, the intensity of interactions among components differed among the three sites. Questionnaire surveys on anxiety about natural disasters and future access to marine ecosystem services were simultaneously conducted at the three sites. The site-specific anxieties were responsible for the difference in the interactions among the five components of human well-being. We propose a method that quantitatively evaluates both positive (satisfaction) and negative (anxiety) aspects of respondents’ subjective assessment as a useful tool for understanding the diversity of human–nature interactions caused by the region-specific natural and social backgrounds of coastal areas.

Blockchain adoption to eliminate dispute in platform-supplier cooperative delivery

Inefficient delivery services undermine consumers’ online shopping experience, posing a crucial challenge for e-commerce platforms and suppliers. In a platform-supplier cooperative delivery system, the issue of unclear responsibility for quality defects often arises. By utilizing real-time traceability enabled by blockchain, the platform can promptly identify supplier delivery accidents and return defective products directly to the supplier. This blockchain-enabled return mechanism could significantly reduce disputes in cooperative delivery processes. We develop a game theoretical model to analyze delivery strategies in supply chains with and without blockchain, and further examine the impact of blockchain on members’ delivery services and their profits. Our analysis indicates that blockchain incentivizes the platform to conduct high-level delivery services. However, it may either encourage or discourage the supplier’s provision of high-level delivery services. Moreover, blockchain acts as a double-edged sword in the supply chain, enhancing consumer satisfaction while also increasing wholesale prices. The interaction between these two effects determines whether blockchain negatively impacts on the supply chain’s profit, with the disposal cost of returned products by the supplier playing a crucial role. When the supplier’s disposal cost is relatively high, blockchain may result in supply chain members being worse off, despite its enhancement of consumer satisfaction. Furthermore, we find that blockchain enhances both the delivery service level and the profit of the supply chain if neither the supplier’s disposal cost nor the platform’s cost of high-level service are high. This study provides valuable insights into the potential benefits and challenges associated with blockchain adoption in cooperative delivery systems.

Threshold Effects between Ecosystem Services and Natural and Social Drivers in Karst Landscapes

It has been shown that there are thresholds of influence on the response of ecosystem services to their drivers, and the range of drivers that provide high levels of ecosystem services can be delineated through thresholds. However, due to the spatial heterogeneity of landscapes in karst regions, the results of ecosystem service threshold studies in non-karst regions may not be applicable to karst regions. This study explores the threshold effects between ecosystem services in karst landscapes and their natural and social drivers. It is shown that there are nonlinear constraints between them, and different critical thresholds exist for different kinds of ecosystem services. The main thresholds for water supply services include the slope (43.64°) and relief amplitude (331.60 m); for water purification services, they include relief amplitude (147.05 m) and distance to urban land (DTUL) (32.30 km); for soil conservation services, they include the normalized difference vegetation index (NDVI) (0.80) and nighttime light intensity (43.58 nW∙cm−2∙sr−1); the main thresholds for biodiversity maintenance services include population density (1481.06 person∙km−2) and distance to urban land (DTUL) (32.80 km). This enables regional ecological conservation planning based on different threshold ranges corresponding to different ecosystem services to meet the different needs of different decision makers.

A cyclic and holistic methodology to exploit the Supply Chain Digital Twin concept towards a more resilient and sustainable future

Recent major disruptions such as natural disasters, geopolitical tensions, Covid-19 pandemic have led supply chain managers to rethink strategies for achieving significant levels of sustainability and resilience. At the same time, new digital technologies are offering significant opportunities to increase company performance, while maintaining a high level of customer service. In this challenging context, the Supply Chain Digital Twin (SCDT) represents an emerging and promising concept, which deserves to be explored. In this paper, a holistic and cyclical methodology, based on simulation, is proposed to enable and exploit the SCDT Paradigm, with the main aim to increase sustainability and resilience of the chains. The proposed methodology is successfully tested and validated on a real case study in the agri-food sector, through the use of the anyLogistix software. The results return valuable information on the level of resilience of the supply chain in the face of any considered disruption and provide useful managerial insights on the actions to be taken to improve some performance indicators.

Safety performance of dedicated and preferential bus lanes using multivariate negative binomial models for Bogotá, Colombia

Public transport priority systems such as Bus Rapid Transit (BRT) and Buses with High Level of Service (BHLS) are top-rated solutions to mobility in low-income and middle-income cities. There is scientific agreement that the safety performance level of these systems depends on their functional, operational, and infrastructure characteristics. However, there needs to be more evidence on how the different characteristics of bus corridors might influence safety. This paper aims to shed some light on this area by structuring a multivariate negative binomial model comparing crash risk on arterial roads, BRT, and BHLS corridors in Bogotá, Colombia. The analyzed infrastructure includes 712.1 km of arterial roads with standard bus service, 194.1 km of BRT network, and 135.6 km of BHLS network. The study considered crashes from 2015 to 2018 –fatalities, injuries, and property damage only– and 30 operational and infrastructure variables grouped into six classes –exposure, road design, infrastructure, public means of transport, and land use. A multicriteria process was applied for model selection, including the structure and predictive power based on [i] Akaike information criteria, [ii] K-fold cross-validation, and [iii] model parsimony. Relevant findings suggest that in terms of observed and expected accident rates and their relationship with the magnitude of exposure –logarithm of average annual traffic volumes at the peak hour (LOG_AAPHT) and the percentage of motorcycles, cars, buses, and trucks– the greatest risk of fatalities, injuries, and property damage occurs in the BHLS network. BRT network provides lower crash rates in less severe collisions while increasing injuries and fatalities. When comparing the BHLS network and the standard design of arterial roads, BHLS infrastructure, despite increasing mobility benefits, provides the lowest safety performance among the three analyzed networks. Individual factors of the study could also contribute to designing safer roads related to signalized intersection density and curvature. These findings support the unique characteristics and traffic dynamics present in the context of Bogotá that could inform and guide decisions of corresponding authorities in other highly dense urban areas from developing countries.

Improving Library Services: From Information Services to Knowledge Services

Digital natives and the alpha-beta generation have different behavior from previous generations when it comes to searching for information. They are more likely to use gadgets in every activity of searching, processing, and sharing information/knowledge. This has implications for how libraries serve them. The importance of appropriate services for digital natives and the alpha-beta generation is because they are the nation’s assets in the future. The SECI model describes how knowledge is disseminated from, by, for, and/or to individuals in an organizational environment. The use of the latest web technology in libraries will further dynamize the organization of knowledge in an institution. This text is in the form of an idea prepared based on a literature review with a qualitative approach, describing how to improve library services from information services to knowledge services. Traditional library services only provide information as desired by the library without any analysis or abstracts beyond the data/information in question. The combination of understanding of ontology, semantics, and SECI models encourages an increase in higher service levels from information services to knowledge services. Knowledge services are developed from a combination of various data/information formats on the same subject linked to each other through multimedia visualization so that users get solutions/knowledge to the problems they are looking for. The development of knowledge services requires several related things, namely: technology architecture design, content, human resources, and future development.
 Keywords: information services, knowledge management, knowledge services, library

Kegiatan Komunikasi Pemasaran Dalam Meningkatkan Brand Awareness di Kota Semarang

MG Setos Hotel Semarang is facing a variety of obstacles to survive in the midst of the new normal conditions induced by the COVID-19 epidemic. Travel constraints, health concerns, and social isolation have all contributed to a considerable drop in overnight visitors. This has the potential to damage the hotel's revenue and financial stability. Hotels must maintain a high level of service and visitor experience despite current constraints. A hotel's reputation can benefit from providing good service throughout the new normal. As a result, it is critical for the management of MG Setos Hotel Semarang to plan ahead of time and innovate in order to address the challenges that have arisen. The purpose of this study is to determine how MGSetos Hotel Semarang can boost brand recognition by using the Integrated Marketing Communication (IMC) approach. This study employs qualitative research methods such as interviews, observations, and documentation to acquire data. The triangulation of sources, procedures, and time ensures the veracity of the data employed. According to the research findings, MGSetos Hotel Semarang has created an integrated marketing communication plan to improve brand awareness, however its implementation has been subpar. Using this method can raise hotel brand awareness in the community even if it is not presently at the forefront of people's minds. This study has substantial practical implications for hospitality firms operating in unpredictable times.

County Town Comprehensive Service Functions in China: Measurement, Spatio-Temporal Divergence Evolution, and Heterogeneity of Influencing Factors

Strengthening the service function of small towns, using its fundamental role in the urban system to drive rural development, is the main issue that needs to be addressed urgently in numerous developing countries. County towns are unique types of small towns in China. Analyzing the spatial-temporal patterns and differentiation mechanisms of comprehensive service functions of county towns in China from a geographic point of view can not only provide a basis for the macro-control of county towns but also provide typical regional research results for the study of urban systems and urban–rural coordination in developing countries. Based on Point of Interest (POI) data of 1788 county towns in China, this study analyzes the evolution of spatial and temporal differentiation of comprehensive service functions and influencing factors by using modeling methods such as Getis-Ord Gi* analysis, the random forest model, and Multiscale Geographically Weighted Regression (MGWR). The obtained results show that (1) from 2012 to 2021, the average value of the comprehensive service function index (CSFI) of county towns in China shows a significant increase, and the proportion of county towns with medium–high service levels and above increases from 3.41% to 54.50%; (2) spatially, the comprehensive service function of county towns is characterized by the basic pattern of “high east, low west; high south, low north”, which keeps getting stronger. During the study period, eastern China has always been a high-level region, northwestern and southwestern China have always been low-level regions, and northeastern China has been a stagnant region, while central, northern, and southern China have been fast-growing regions; (3) county general public budget revenues, value added of secondary industry, GDP per capita, county town resident population, altitude, and GDP per capita of affiliated prefecture-level cities to which it belongs are the key factors influencing the comprehensive service function of county towns in China. The county general public budget revenue indicator, which represents the governmental capacity, has the strongest influence; and (4) the results of the MGWR analysis indicate that there is spatial and temporal heterogeneity in the intensity of the above-mentioned key influencing factors on the development of comprehensive service functions of county towns in China. Based on this finding, differentiated strategies should be proposed to policy makers and urban planners in different regions in order to effectively enhance the level of comprehensive service functions of county towns in China.

Repair part service level differentiation based on holding other parts shortage costs

PurposeThe article addresses the optimization of safety stock service levels for parts in a repair kit. The work was undertaken to assist a public transit entity that stores thousands of parts used to repair equipment acquired over many decades. Demand is intermittent, procurement lead times are long, and the total inventory investment is significant.Design/methodology/approachDemand exists for repair kits, and a repair cannot start until all required parts are available. The cost model includes holding cost to carry the part being modeled as well as shortage cost that consists of the holding cost to carry all other repair kit parts for the duration of the part’s lead time. The model combines deterministic and stochastic approaches by assuming a fixed ordering cycle with Poisson demand.FindingsThe results show that optimal service levels vary as a function of repair demand rate, part lead time, and cost of the part as a percentage of the total part cost for the repair kit. Optimal service levels are higher for inexpensive parts and lower for expensive parts, although the precise levels are impacted by repair demand and part lead time.Social implicationsThe proposed model can impact society by improving the operational performance and efficiency of public transit systems, by ensuring that home repair technicians will be prepared for repair tasks, and by reducing the environmental impact of electronic waste consistent with the right-to-repair movement.Originality/valueThe optimization model is unique because (1) it quantifies shortage cost as the cost of unnecessary holding other parts in the repair kit during the shortage time, and (2) it determines a unique service level for each part in a repair kit bases on its lead time, its unit cost, and the total cost of all parts in the repair kit. Results will be counter-intuitive for many inventory managers who would assume that more critical parts should have higher service levels.

A web-based interactive decision support system for a multi-objective lot-sizing and production scheduling model

In the course of globalization and the corresponding steadily growing market dynamics, companies are faced with an increasing challenge to remain competitive. Therefore, the efficient use of the available resources, while maintaining a high level of service and customer satisfaction, is a key instrument for ensuring success. Within this framework, production scheduling can be seen as one of the most decisive operational activities of a manufacturing company, with the production orders being sequenced in a way that allows the achievement of an efficient allocation of the available resources. Furthermore, the correlated lot-sizing represents a crucial influencing factor in production scheduling. In this article, a novel methodology to solve multi-objective lot-sizing and production scheduling problems is proposed. Essentially, it provides an interactive three-phase framework that supports a procedure for simultaneous decision-making regarding lot-sizing and production scheduling. The main goal is not only to find an appropriate production schedule that best meets the decision-maker’s preferences but also to gain a deeper insight into the relationship among criteria and a better understanding of possible trade-offs between competing objectives. To guide the user through the whole decision-making process, a web-based interactive application was developed. The proposed methodology was applied to a case study regarding an automotive supplier company, revealing itself as a viable and practical technique able to solve real-world multi-objective lot-sizing and production scheduling problems in the manufacturing industry.

A simple and practical approach to improving the cost effectiveness of surgical inventory management

ABSTRACT Operating room inventories typically involve hundreds of surgical items. Managers require very high service levels since the cost of shortages can be excessive up to and including cancelling surgery. From our experience, many inventory managers rely on manual approaches and intuition to set inventory control parameters. Although there are classical theoretical methods available for deriving “optimal” inventory policies, these classical methods rely on assumptions that do not accurately represent typical operating room inventories. Using 5 years of data from a large Canadian hospital, we use simulation and a simple search heuristic to find the optimal (s, S) ordering policy and show that 1) current hospital methods dramatically underperform with respect to service level and 2) there are significant savings to be realised over the best available classical theoretical models. An example case testing potential lead time changes is discussed.

A hybrid LSTM method for forecasting demands of medical items in humanitarian operations

The inventory management of medical items in humanitarian operations is a challenging task due to the intermittent nature of their demand and long replenishment lead-times. An effective response to humanitarian emergencies is often associated with excess inventories, which leads to high costs. Henceforth, using accurate demand forecasts to control the inventories of these medical items is shown to be a significant lever to reduce inventory costs while keeping high service levels. This paper investigates the effectiveness of parametric and non-parametric demand forecasting methods that are commonly considered to deal with items characterised with intermittent demand patterns. Moreover, we propose a new hybrid deep learning method that combines the long short-term memory neural network and the support vector regression. Such combination enables to deal with complex and non-linear data. We conduct an empirical investigation by means of data related to 523 medical items managed in two warehouses of a major humanitarian organisation. The forecast accuracy and the inventory efficiency of the methods are analysed. The empirical results show the high performance of the deep learning methods. These insights are valuable not only in the context of medical items in humanitarian operations, but also for any items with intermittent demand patterns.

Redefining agile supply chain practices in the disruptive era: a case study identifying vital dimensions and factors

Purpose This paper aims to uncover the key enablers of an agile supply chain in the manufacturing sector amidst disruptions such as pandemics, trade wars and cross-border challenges. The study aims to assess the applicability of existing literature to manufacturing and identify additional industry-specific enablers contributing to the field of supply chain management. Design/methodology/approach The research methodology is comprehensively described, detailing the utilization of extent literature and semistructured interviews with mid- and top-level executives in a supply chain. The authors ensure the robustness of the data collection process and results interpretation. Findings The study identifies six essential dimensions of an agile supply chain: information availability, design robustness, external resource planning, quickness and speed, public policy influencing skills and cash flow management. The study provides valuable insights for industry professionals to develop agile supply chains capable of responding to disruptions in a rapidly changing world. Research limitations/implications This study is limited by its focus on the manufacturing sector, and future research may explore the applicability of these findings to other industries. By focusing on these essential dimensions identified in the study, managers can develop strategies to improve the agility and responsiveness of their supply chains. In addition, further research may investigate how these enablers may vary in different regions or contexts. Practical implications The COVID-19 pandemic has forced executives to reconsider their sourcing strategies and reduce dependence on suppliers from specific geographies. To ensure business continuity, companies should assess the risk associated with their suppliers and develop a business continuity plan that includes multisourcing their strategic materials. Digital transformation will revolutionize the supply chain industry, allowing for end-to-end visibility, real time insights and seamless integration of business and processes. Companies should also focus on creating a collaborative workforce ecosystem that prioritizes worker health and well-being. Maintaining trust with stakeholders is crucial, and firms must revisit their relationship management strategies. Finally, to maintain business leadership and competitiveness during volatile periods, the product portfolio needs to be diversified and marketing and sales teams must work in tandem with product teams to position new products accordingly. Social implications This work contributes substantially to the literature on supply chain agility (SCA) by adding several new factors. The findings result in a more efficient and cost-effective supply chain during a stable situation and high service levels in a volatile situation. A less complex methodology for understanding SCA provides factors with a more straightforward method for identifying well-springs of related drivers. First, the study contributes to reestablish the factors such as quickness, responsiveness, competency, flexibility, proactiveness, collaboration and partnership, customer focus, velocity and speed, visibility, robustness, cost-effectiveness, alertness accessibility to information and decisiveness as applicable factors for SCA. Second, the study suggests a few more factors, such as liquidity management, Vendors’ economic assessment and economic diversity, that are the study’s unique contributions in extending the enablers of SCA. Finally, public policy influencing skills, local administration connects and maintaining capable vendors are the areas that were never considered essential for SCA. These factors have emerged as a vital operational factor during the lockdown, and academicians may consider these factors in the future to assess their applicability. Originality/value This study provides new insights for decision-makers looking to enhance the resilience and agility of their supply chains. The identification of unique enablers specific to the manufacturing industry contributes to the existing body of literature on agile supply chains in the face of disruptions.

Optimal Fleet Policy of Rental Vehicles with Relocation: A Simulation Study

Popularity of one-way car rentals poses a challenge to rental car fleet management and brings to focus the importance of a strategic decision for rental car operators: whether to implement a single-fleet or a multifleet model. The single-fleet model allows movement of vehicles between regions, whereas the multifleet model does not. It is not obvious whether a single-fleet model is optimal due to its pooling effect, or a multifleet model due to shorter car relocation times. In practice, different rental car operators use different models. To answer this conundrum, we develop two simulation models and compare them in terms of fleet utilisation, branch service level, relocations, and operating profit. We have taken the New Zealand rental car industry as an example as the country consists of two well-defined regions: the North Island and the South Island. The results indicate that a multifleet model has a higher service level at key centres and higher utilisation. At the same time, the single-fleet model is relatively more profitable at the expense of a lower service level in key centres due to vehicles accumulating in the South Island due to a significant volume of one-way southbound travel. Overall, the implementation of either model should depend on the strategic goals of the rental car operator. Our work will be useful for practitioners considering whether or not to pool their fleet when allowing for one-way rentals with subsequent relocation.

Farmers Perception on the Services of Farmer Producer Organisations (FPOs) in Anantapuram District of Andhra Pradesh

A study was conducted during September, 2020 to August, 2022 in the Anantapuramu district of Andhra Pradesh, India to analyze the farmers perception on the services of Farmer Producer Organizations (FPOs). Five FPOs namely Sri Venkateswara Swamy FPO, Sri Peddamma Thalli FPO, Sri Ramaswamy FPO, Narpala Rythunestam FPC ltd and Tadipatri Horticulture FPO were selected randomly as they are actively functioning in the district. An interview schedule was developed to collect the information from selected FPOs through purposive cum simple random sampling. From each FPO, fifteen farmer members were randomly selected and thus, comprising a sample size of 75 farmers from five FPOs. The findings of the study revealed that the majority of the members (64%) had perceived that FPOs performance with respect to their input services was medium, whereas 72% of them had agreed with respect to technical services as medium. With respect to financial services, 62.67% members perceived that FPOs performance was medium, more than half of the members (54.67%) had consented to marketing services as medium and more than 62.67% agreed with the processing and value addition services as medium. In respect to all the services, 65.33% agreed with the performance of FPOs was proved as medium whereas 18.67% of members had received high level of services and 16% of members found it as low.

INFN and the evolution of distributed scientific computing in Italy

INFN and the evolution of distributed scientific computing in Italy

Використання засобів public relations у сучасних умовах

Interaction with the public opens up the opportunity for companies to analyze the attitude of society to various problems, novel values and ways of life. It also allows us to respond to changes in influential centers, such as voters, legislatures, and other aspects of the environment. The main task of public relations (PR) is to form a positive perception of the object of PR among public opinion both in society as a whole and in specific groups, such as partners, consumers, employees of the organization, etc. A study by the method of expert assessments plus an additional interview is conducted. 19 people took part in the study, among the respondents were both those who have been using the services of the researched enterprise («CentrVet») for a long time, and those who applied to it for the first time. When determining the overall impression that creates the image of a veterinary clinic among the target audience, such aspects as the organization of work at a high level and high quality of service were noted. Particular attention of the participants was paid to such a factor as the capability of the clinic staff to work with clients – to explain the nature of the disease, specific methods of treatment, etc. The specifics of the interaction between the clinic’s doctors hae been also positively assessed. According to the findings of the study, doctors have no doubts about consulting each other and are always ready to help. The study shows that the opening hours of the clinic do not suit all respondents, but this is not a very important factor. Dissatisfaction with the waiting room is especially noted. According to the respondents, it is advisable to divide it into at least two groups: for cat owners and for dog owners. However, it should be noted that the reception is carried out by appointment, so there is no large accumulation of animals in the lobby. The participants of the interview noted that the internal documents have an attractive and convenient design, although the logo of the organization on the internal documents of «CentrVet» can be changed to color. The opinions expressed by the participants of the study point to the need to expand the printed materials of the «CentrVet» clinic, and not just the use of business cards. The findings of the study confirmed the need to expand the advertising activities of the «CentrVet» clinic, as many clients noted the lack of advertising materials about it. Participants expressed their desire to see information about the clinic in free booklets and memos, which are laid out in mailboxes to get more information about its services and work schedule. Respondents highly appreciated the official website of the «CentrVet» clinic, considering it likable, convenient and informative. Overall, while some aspects of the clinic’s promotional activities could be improved, the official website has already been recognized for its usefulness and customer friendliness. During the study, it was found that in general, the image of the veterinary clinic «CentrVet» is evaluated by representatives of the target audience as positive, and the image of the organization and the quality of its employees satisfy customers. However, certain shortcomings were identified, mainly related to the lack of informing the audience about the existence of the clinic and its services, as well as to the limited range of advertising and information products used to promote the organization. The public relations campaign plan provided by us to maintain the image of the veterinary clinic «CentrVet» is aimed at attracting attention and forming a positive image of the clinic among the target audience. Work on improving the quality and accessibility of the clinic’s services, expanding the range of advertising and information products, cooperation with the media and active promotion of the website - all these areas are aimed at raising awareness and attracting the attention of customers. This campaign plan is comprehensive, and we are confident that if implemented correctly, it will contribute to the successful development and strengthening of the position of the «CentrVet» clinic in the veterinary services market.

Перспективы применения бесконтактного обслуживания в индустрии гостеприимства

Digital technologies in the modern world are becoming an integral part of various spheres of society, and hospitality industry is no exception. Under conditions of rapid tech-nological development and constantly changing customer needs, industry enterprises are forced to implement innovations actively in order to provide high level of service and meet the requirements of modern guests. Digital technologies in hospitality industry are trans-forming traditional service delivery methods, providing unique opportunities to improve guest interaction, optimization of operational processes and improvement of overall efficien-cy.