Improving the quality of services through the introduction of digital technologies
https://doi.org/10.26425/2658-3445-2025-8-2-4-15
Abstract
The subject of this article is digital technologies and innovations in the service sector studied in terms of their impact on improving the quality and efficiency of services provided as well as in terms of the formation of competitive advantages in the market. The purposes are to explore the possibilities of the digital technologies and to analyse ways to introduce them into the practice of service companies for improving the quality of service and achieving sustainable business growth. The methodology includes a theoretical review of scientific publications and practical research related to digital transformation in the service sector. Analytical approaches based on quantitative assessment of the impact of technology on customer satisfaction and profitability of companies are used. The findings are applicable in service sector organisations focused on providing quality products and high level of customer service. The results can be used by middle and senior managers to develop digital transformation strategies aimed at improving operational efficiency and competitiveness. To fully exploit the potential of innovation, integrated approaches are needed that consider technological, organizational, and cultural aspects of the functioning of companies.
About the Authors
O. V. Zinina
Russian Technological University
Russian Federation
Russian Federation
Olga V. Zinina - Cand. Sci. (Econ.), Assoc. Prof. at the Innovation Management Department MIREA
Moscow
A. A. Stupina
Krasnoyarsk State Agrarian University
Russian Federation
Russian Federation
Alena A. Stupina - Dr. Sci. (Engr.), Prof. at the Management in the Agro-Industrial Complex Department
Krasnoyarsk
Ju. A. Olentsova
Krasnoyarsk State Agrarian University; Siberian Fire and Rescue Academy of the State Fire Service of the EMERCOM of Russia
Russian Federation
Russian Federation
Julia А. Olentsova - Prof. at the Management in the Agro-Industrial Complex Department; Prof. at the Fire and Rescue Equipment Department
Krasnoyarsk
Zheleznogorsk
S. P. Boyarinova
Siberian Fire and Rescue Academy of the State Fire Service of the EMERCOM of Russia
Russian Federation
Russian Federation
Svetlana P. Boyarinova - Senior Lecturer at the Fire and Rescue Equipment Department
Zheleznogorsk
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Review
For citations:
Zinina O.V., Stupina A.A., Olentsova J.A., Boyarinova S.P. Improving the quality of services through the introduction of digital technologies. E-Management. 2025;8(2):4-15. (In Russ.) https://doi.org/10.26425/2658-3445-2025-8-2-4-15
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