Omsk, Russian Federation
UDC 338.46
The article examines the theoretical and methodological foundations for the development of integrated business processes of consumer service enterprises in the context of digital transformation. It is substantiated that the specific nature of a consumer service is associated with its two-contour value, which includes both the functional result and the customer experience of interaction. The paper shows that a consumer service enterprise should be considered not only as a provider of individual operations, but also as a participant in a local-territorial and cooperation-network system of value creation. It is established that in the digital environment the traditional understanding of a business process as a sequence of internal operations of an enterprise requires clarification, since the process of providing a consumer service goes beyond the organizational boundaries of a single enterprise and involves the consumer, suppliers, digital platforms, financial services and other participants. The author’s interpretation of an integrated business process of consumer service enterprises is proposed as a sustainably reproducible, customer-involved cycle of interrelated and managed operations for the formation, provision, evaluation and post-service support of a consumer service, implemented through the interaction of an enterprise, consumer, personnel, suppliers, digital services and other stakeholders in a unified value creation chain. Based on materials from the automotive service market of the Omsk region, it is shown that the transition to integrated business processes contributes to increased service transparency, reduced transaction costs, improved quality manageability and higher customer satisfaction.
consumer services, consumer service enterprise, business process, integrated business process, digital transformation, digital platform, two-contour value, customer experience, cooperation-network interaction, automotive services
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