Research and improvement of service policy management at Nova Post LLC during the implementation of foreign economic operations
Students Name: Boiartsev Nikita Hennadiiovych
Qualification Level: magister
Speciality: Management of Foreign Economic Activity
Institute: Institute of Economics and Management
Mode of Study: full
Academic Year: 2024-2025 н.р.
Language of Defence: англійська
Abstract: In a situation of rapid and unpredictable changes in the external business environment, traditional methods of enterprise management are also changing, in particular, the principles of customer service need to be revised taking into account modern trends [1]. Service policy in the context of foreign economic activity is a complex multi-component mechanism that requires a comprehensive approach to management and constant improvement. The key factors of success in improving service policy are: speed of response, quality of service, individual approach, continuous training and staff development [2]. The main areas of research in this area require consideration of various strategic aspects (formation of a customer-oriented business model, adaptation of service processes to international standards, consideration of socio-cultural characteristics of different markets), management mechanisms (development of flexible service strategies, introduction of effective communication systems, creation of unified service standards), technological innovations (digitalization of service processes, application of artificial intelligence, use of data analytics to predict customer needs) [3]. The research methodology on the topic involves analyzing international experience in forming service policy principles, studying best practices, modeling service processes, and developing recommendations for improvement [4]. Effective management of service policy in foreign economic activity is the key to maintaining the company’s competitiveness in the international market [5]. Purpose of the work: research and improvement of service policy management at Nova Post LLC when carrying out foreign economic operations. Object of research: Nova Post LLC. Subject of research: processes related to improving the management of the service policy at Nova Post LLC when carrying out foreign economic operations. As a result of a review of the literature and legislative acts on the problem, as well as an analysis of the activities and diagnostics of the financial condition and indicators of foreign economic operations of Nova Post LLC, "bottlenecks" in the service policy were identified and measures were proposed to eliminate them. In order to improve the management of the service policy at Nova Post LLC when carrying out foreign economic operations, it is necessary to solve the following urgent problems: 1) outdated conditions for servicing consumers, which leads to reduced efficiency of the service policy when carrying out foreign economic operations; 2) limited information support for the decision-making system and the absence of a customer experience analytics system in the context of improving the service policy when carrying out foreign economic operations As a solution to existing problems, the following are proposed for Nova Post LLC: 1) updating the principles of service as the basis for improving the service policy based on the empathetic 4A model when carrying out foreign economic operations; 2) formation of a system of customer experience analytics in the context of improving service policy in foreign economic operations. The results of the master’s thesis contain scientific novelty and have practical value for improving customer service of Nova Post LLC at foreign markets. Keywords: service policy, service principles, strategic planning, foreign economic operations, consumer loyalty, customer experience. References. 1. Vaulin O. (2024). Peculiarities of the development of postal and logistics companies in the context of modern challenges in Ukraine. Economy and Society, 63. URL: https://doi.org/10.32782/2524-0072/2024-63-74 2. Ruda M.V., Pylypenko A.O. (2023). Assessment of the effectiveness of diversifying the geographical structure of foreign economic activity in the context of European integration. Management and entrepreneurship in Ukraine: stages of formation and problems of development. Vol. 5, No. 2. P. 112–126.URL: https://science.lpnu.ua/sites/default/files/journal-paper/2023/dec/32689/menedzhment223maket-112-126.pdf 3. Gukalyuk A.F. (2023). Logistics processes in Ukraine in conditions of permanent instability. Modern problems and prospects of economic dynamics: materials of the 10th All-Ukrainian scientific and practical Internet conference. Uman: UDPU. P. 313. 4. Vasyltsiv N.M. (2023). Transformation and adaptation of logistics to challenges in conditions of martial law. Economy and society. Issue No. 55. DOI: https://doi.org/10.32782/2524-0072/2023-55-78 5. Sytnyk N.I. (2021). Customer experience management as a business development strategy. Business Inform. No. 9. P. 216-224. URL: http://jnas.nbuv.gov.ua/article/UJRN-0001289962