Актуальность темы обусловлена потребностью предприятия, АО «ПФ «СКБ Контур» для автоматизации процесса обработки обращений клиентов в чаты, для увеличения эффективности работы сотрудников и сокращению ресурсных затрат, а также для повышения клиентского сервиса предприятия. Научная новизна состоит в том, что проанализировано большое количество программных средств для реализации проекта, продемонстрировано большое количество применений чат-ботов в бизнесе, а также разработан уникальный чат-бот, непосредственно для компании СКБ Контур. Практическая значимость заключается в том, что данный чат-бот можно применить в любой компании, в которой есть бизнес-процесс обработки обращений клиентов в чат. Экономическая эффективность проекта заключается в том, что система полностью окупит себя и начнет приносить стабильную прибыль после 9,5 месяцев эксплуатации, а также в увеличении эффективности клиентского сервиса и полной автоматизации бизнес-процесса. / The relevance of the topic is due to the need of the enterprise, SKB Kontur, to automate the process of processing customer requests in chats, to increase the efficiency of employees and reduce resource costs, as well as to improve the customer service of the enterprise. The scientific novelty lies in the fact that a large number of software tools for the implementation of the project have been analyzed, a large number of applications of chat bots in business have been demonstrated, and a unique chat bot has been developed, directly for SKB Kontur. The practical significance lies in the fact that this chatbot can be used in any company that has a business process for processing customer requests to chat. The economic efficiency of the project lies in the fact that the system will fully pay for itself and begin to bring stable profits after 9.5 months of operation, as well as in increasing the efficiency of customer service and fully automating the business process.

Данная работа посвящена прогнозированию эффекта от внедрения цифрового сервиса в деятельность компании «М.Видео». Актуальность темы обусловлена неэффективностью форм организации бизнес-процессов в сервисном центре компании «М.Видео». Разработанная в среде имитационного моделирования Powersim модель позволяет спрогнозировать и обосновать эффективность внедрения дополнительного функционала в приложение для обслуживания клиентов на основе анализа изменения количества клиентов. / This work is devoted to predicting the effect of introducing a digital service into the activities of the M.Video company. The relevance of the topic is due to the inefficiency of the forms of organization of business processes in the service center of the M.Video company. The model developed in the Powersim simulation environment allows predicting and justifying the effectiveness of introducing additional functionality into a customer service application based on an analysis of changes in the number of customers.

Digitalisering är under ständig utveckling inom banksektorn. I och med den växande utvecklingen så har intresset för artificiell intelligens ökat men trots detta finns det fortfarande kvar osäkerheter kring användandet av AI-chatbots. Banker hanterar en stor mängd känsliga uppgifter vilket gör att konsumenters upplevda oro och tillit är extra känsligt. Detta är viktigt att understryka då tidigare forskning har visat att tillit utgör en stor del av konsumenters beslut att använda AI-chatbot. Baserat på tidigare forskning har denna studie knutit samman teorier om vilka faktorer som påverkar svenska bankkonsumenters tillit till AI chatbots samt vilka faktorer som påverkar svenska bankkonsumenters intention att använda AI chatbots vid utförande av bankärenden online. Detta utgör även studiens syfte. Det teoretiska ramverket i studien utgörs av technology acceptance model (TAM), on-line trust-modellen och upplevd mänsklighet. Utifrån dessa teorier har studiens hypoteser byggts upp där vardera hypotes testar en faktor som beskrivs i de valda teorierna. Datainsamlingen skedde genom en enkätundersökning online som distribuerades på sociala kanaler. Undersökningen genererade 87stycken fullständiga svar. Insamlade data analyserades med hjälp av Minitab och Excel. De analysmetoder som använts för att analysera insamlade data var huvudsakligen korrelationstest och regressionsanalys. Resultatet visade att den upplevda nyttan och tillit är faktorer som påverkar intentionen till användning positivt. Resultatet visade även att faktorerna trovärdighet och användarvänlighet påverkar tilliten positivt samt att risk har en negativ påverkan på tilliten. För att effektivisera användning av AI-chatbots som kundtjänstverktyg så rekommenderas svenska banker att fokusera på att öka den upplevda nyttan i form av att säkerställa snabbhet, produktivitet och enkelhet. Svenska banker bör även säkerställa att bankkonsumenter känner tillit till AIchatbots. Detta kan göras genom att fokusera på ökad användarvänlighet och trovärdighet samtidigt som banker bör minska den upplevda risken i form av integritetsrisk då detta är faktorer som visat samband med tillit till AI-chatbots inom banksektorn. / Digitalization is under constant development within the banking industry. With this comes a growing interest in artificial intelligence. Despite this, uncertainty regarding the use of AI-chatbots remains. Banks handle a large amount of sensitive information which, for the consumers, makes the perceived trust especially delicate. Earlier research has shown that trust has a significant impact on the consumers intention to use AI-chatbots. Based on previous research this study aims to tie together theories about which factors impact Swedish bank customers’ trust towards AI-chatbots, as well as the customers’ intention to use AI-chatbots while performing bank-related business online. This is also considered to be the purpose of this paper. In this study the theoretical standpoint is based on the technology acceptance model (TAM), on-line trust and perceived humanness. From these well-established theories a set of hypotheses has been presented, where each hypothesis examines different factors that are presented in the used model. The data collection in this study was conducted through an online survey, where a total of 87 answers were collected. The data was analyzed using Minitab. The main analysis methods used were correlation tests as well as a regression analysis. The results showed that the perceived usefulness and trust are factors that have a positive impact on the intention to use AI-chatbots while performing banking tasks. The results also showed that ease of use and credibility have a positive impact on trust while risk has a negative impact on trust toward AI-chatbots. To make the use of AI-chatbots more effective as a customer service tool this study recommends Swedish banks to focus on increasing the perceived usefulness of the AI-chatbots. This can be done by ensuring the AI-chatbots are able to provide productivity, simplicity and swiftness to its users. Swedish banks should also focus on increasing customers’ perceived trust in the AIchatbots. This can be achieved by increasing the ease of use as well as the credibility of the system. To decrease the experienced risk of using the AI-chatbots, this study recommends banks to focus on decreasing the integrity risk.

In the increasingly frequent distribution of the Fast-Moving Consumer Goods (FMCG) industry, there is an evident need of improving supply chain operations to ensure sustainability. As part of the supply chain, the distribution of goods often accounts for a major part of costs and resources. Therefore, focus needs to be directed toward ensuring a continuously functional distribution network. Performance measures of high asset utilization and high customer service level are often contradictory to some extent, making the improvement work even more complex. One way of increasing the performance of distribution operations is to take part in an interorganizational collaboration. The purpose of this master thesis is to investigate how the distribution operations of a FMCG company connected to a collaborative distribution network could be improved. Through a single case study, the researchers identify shortcomings in the distribution operations of a cross-docking network with a focus on a specific customer segment flow. By using concepts of demand management, supply chain collaboration, and customer satisfaction, the findings are analysed to highlight shortcomings in the distribution. Researchers discuss how distribution performance consequences could be related to certain managerial actions by presenting three different scenarios. The scenarios show a distinct effect on the number of shipments conducted towards cross-dock. As the number of shipments are reduced, economic benefits could be realized. However, these benefits must be carefully compared with the potential reduction in the level of customer service. The conclusion of this study suggests that managerial action is necessary to increase the economic sustainability of the distribution. / Med den allt mer ökande distributionsfrekvensen inom dagligvaruhandeln finns det ett tydligt behov av att av att förbättra värdekedjeoperationerna för att säkerhetsställa hållbarhet. Distribution av det fysiska varuflödet är en viktig del av värdekedjan och står för en stor del av de totala kostnaderna och resursanvändningen. Det är därför väsentligt att fokusera på att säkerhetsställa ett funktionellt distributionsnätverk som presterar kontinuerligt. Hög nyttjandegrad samt hög kundnöjdhet är två prestationsgrundade objekt som är svåra att uppnå parallellt vilket försvårar ett förbättringsarbete. En metod för förbättring är att flera dagligvaruhandelsbolag går in i ett distributionssamarbete. Syftet med denna masteruppsats är att undersöka hur distributionsverksamheten i ett dagligvaruhandelsbolag som är kopplat till ett kollaborationsdistributionsnätverk kan förbättras. Genom en fallstudie identifierades flera tillkortakommanden i distributionsverksamheten i en del av varuflödet kopplat till en kundgrupp. Resultaten analyserades med hjälp av koncept från kundnöjdhet, kollaborationsvärdekedjor samt hantering av efterfrågan för att belysa tillkortakommanden inom distributionsverksamheten. Genom tre olika scenarion diskuteras olika konsekvenser på distributionsverksamheten som kan kopplas till olika åtgärder. Scenarierna visar att antalet genomförda leveranser till mellanlager har en stor inverkan på hur väl distributionsverksamheten presterar ekonomiskt. Studien föreslår sammanfattningsvis att olika beslutsåtgärder är nödvändiga för att öka den ekonomiska hållbarheten i distributionen.

Syftet med denna studie är att undersöka hur användningen av AI-chatbotar hos Amazon påverkar kundnöjdheten. Metodvalet för denna studie är kvantitativ och baseras på data insamlad genom en enkätundersökning. Enkäten är utformad för att kvantifiera och analysera respondenternas åsikter, beteenden och demografiska variabler. Data analyseras med hjälp av SEM och AMOS. Studien har identifierat signifikanta samband mellan förtroende och kundnöjdhet samt uppfattad enkelhet och kundnöjdhet när det gäller Amazons AI-chatbot. Sambandet är positivt och ökad förtroende samt uppfattad enkelhet leder till ökad kundnöjdhet. / The purpose of this study is to investigate how the use of AI chatbots at Amazon affects customer satisfaction. The method chosen for this study is quantitative and is based on data collected through a survey. The survey is designed to quantify and analyze respondents' opinions, behaviors, and demographic variables. The data is analyzed using SEM and AMOS. The study has identified significant relationships between trust and customer satisfaction, as well as perceived simplicity and customer satisfaction regarding Amazon´s AI chatbot. The relationship is positive and increased trust and perceived ease of use leads to increased customer satisfaction.

This study examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An extensive literature study was undertaken and aspects that were discussed in the secondary research include the various components of customer service, as well as the marketing environment of restaurants in South Africa and the Tshwane Area. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder. Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation. / Business Management / M. Com. (Business Management)

The South African automotive industry has experienced significant changes in the last 20 years. Globalisation, the implementation of lean production and the development of modularisation have had a profound influence on the relationships between original equipment manufacturers (OEMs) and their suppliers, the automotive component manufacturers (ACMs), and their suppliers. South Africa has a number of OEMs and a vibrant automotive component manufacturing industry (ACM), which supplies the South African aftermarket and a spread of export markets. These ACMs are the focus of this study. The main objective of this research study was to identify the supply chain management problems ACMs in South Africa encounter, to what extent they face these problems and how these can be overcome. The problems were identified through a literature review and interviews with two OEMs in South Africa. Using this data a questionnaire was compiled and sent to all NAACAM members for completion. This study is by nature descriptive and exploratory and contains quantitative and qualitative elements. Seven hypotheses were formulated to guide the research. The findings of this research indicate that the geographic location, age and size of the business, have no bearing on the supply chain problems ACMs face, whist the relationship between ACMs and their suppliers and ACMs and their customers is a significant problem. The findings also indicate that the following are some of the main supply chain problems facing ACMs: pressure by OEMs to reduce prices; the price of materials; cancellation of orders; excessive inventory; the unreliability of rail transport and rail capacity problems; the high cost of South African ports; the cost of replacing outdated technology; and BBBEE – achieving and verifying BEE scorecards. The findings further indicate a lack of skills and labour problems, both of which are time consuming to resolve. This study was completed over a four-year period. At the commencement of this study the automotive industry was booming, but in mid-2008, a global economic crisis started. This crisis impacted adversely on the automotive industry globally and in South Africa. Despite these challenges, leaders in the South African automotive component industry remain positive about the future. This study was completed over a four-year period. At the commencement of this study the automotive industry was booming, but in mid-2008, a global economic crisis started. This crisis impacted adversely on the automotive industry globally and in South Africa. Despite these challenges, leaders in the South African automotive component industry remain positive about the future. / Business Management / D. Comm. (Business Management)

Drawing upon case studies of three organisations operating six call centres in Australia, this thesis explores the manifestations and interplay of employee resistance and accommodation in response to five facets of employer control: electronic monitoring; repetitious work; emotional control; the built environment; and workplace flexibility. Accommodation refers to the ways workers protect themselves from and adapt to the pressures that make up their day-to-day experiences of work. Accommodation, unlike resistance, which implies opposition to control, may superficially resemble consent to control. I argue that resistance and accommodation are not polar opposites; rather they are both reflections of the conflict and tensions that lie at the heart of the employment relationship. At the study sites, employees utilised resistance and accommodation both separately and concurrently. An explanation of these seemingly contradictory responses and of the links among accommodation individual resistance and collective resistance lies in the concept of ???self???. In this thesis, ???self??? refers to workers??? perceptions of fairness, dignity and autonomy. I examine how these notions frame worker discontent and promote employee solidarity. ???Everyday resistance???, a concept first developed by Scott (1985) in relation to peasant struggles, is employed to highlight the existence of subterranean struggles in workplaces that otherwise appear to be harmonious. At the study sites, everyday resistance was a multi-faceted, widely employed strategy whose strength lay primarily in its immediate impact. There was, however, no necessary sequential development from accommodation, through everyday resistance to overt, formal forms of conflict. What was evident was that multiple responses to employer control could co-exist and inhibit or promote one another. But it was through organised collective resistance that more formalised gains were made and widely held grievances addressed. I suggest that, although everyday resistance may lay the groundwork for more formal struggles, one should not conclude that traditional collective resistance is ???genuine??? resistance and everyday resistance is simply a second-best prelude to it. Although conflict is always present, its intensity differs. If we are to understand the complexity of worker responses to managerial control, we need to expand the theoretical frameworks within which we analyse and interpret conflict.

以往顧客服務對企業而言只是被動的支援單位，企業無法得知每一位顧客的想法，顧客的聲音也難以傳達到企業內部，然而資訊與通訊技術的進步打破了這樣的障礙，促使資訊透明化，企業藉由資訊科技的輔助可以直接接觸到每一個個別的顧客，了解顧客的想法與需求來帶動企業的運作，成為企業經營的競爭優勢。 顧客關係管理（customer relationship management；CRM）為近年新興熱門話題，國內外軟體大廠紛紛投入CRM市場，然而此環境尚未成熟，各家提出之系統功能相當不一致，本文提出企業在建置顧客關係管理環境時應具備七大單元，包括產品端資訊蒐集機制、互動機制、事件處理機制、儲存分析機制、內部鏈結機制、策略對應機制、回饋執行機制等，以供企業參考。 CRM重視區別出每一個個別顧客的屬性再提供客製化服務，本文針對北部某醫院進行訪談，探討其規劃中之CRM及進行狀況，驗證本文所提出模式之可行性。 / Because of the power of information and telecommunications technologies, business can keep tracking of their customers to know what they really want and how they actually use the product. Analyzing the information return from customers and products, business can provide active and accurate service to the right customer through the right channel at the right time and rise the customer satisfaction. 　The purpose of this article is to show a complete CRM model which includes product information collecting mechanism, interact mechanism, event processing mechanism, storage and analysis mechanism, internal linkage mechanism, decision support mechanism, feedback implementing mechanism. When business constructs the CRM environment, they can apply this model to their organization. 　This article also studies a hospital case and plans a future framework for it by applying the model.

21世紀是服務的年代，在企業追求成長，人人重視服務的同時，企業也紛紛轉型為客戶導向型的組織，客戶服務中心也成為企業轉型的引導中心。客戶服務中心是企業的聯繫中心、互動中心、管理中心，所以，當客戶服務中心在企業中地位日益重要的情況下，客服中心如何運用管理策略來提升客服中心的服務品質也日顯重要。客戶服務中心以客戶為主，為顧客提供正確及可靠的產品相關資訊，並展現良好的服務給予顧客，以獲得較佳的經營績效。 本研究以A壽險公司為例，透過實際訪談及觀察，探討客服中心的運作管理模式，在組織中的定位，專業客服人員的教育訓練，以及目標管理績效指標評估等。了解客戶服務的重要關鍵以及提供服務的能力，另外服務系統相關的部門對客服中心支援程度也是影響服務品質關聯性的要因。 在個案探訪後發現，客服中心的營運與策略定位有絕大的關聯性，要有熱忱的客服中心專業人才，對客戶服務的認知深入與領導才能的管理者，加上適當的組織授權與資訊整合的幫助，乃是成功客服的必備條件。服務品質管理方面，須訂定適當的關鍵衡量標準，現場管理程序，質量監控規範，以及完善的服務作業流程。根據業務發展需要及環境改變狀況，持續不斷的改進。 關鍵詞：客服中心、管理策略、 服務品質、顧客滿意度、目標管理 / The 21 century is an age of services. Enterprises pursues growth and people demand services. At the same time, enterprises transform themselves into customer-oriented entities in succession. Customer service center leads enterprise transformation. Customer service center is centers of communication, interaction, and management in the enterprise. When the customer service center is gaining significance, therefore, how to utilize management strategies to improve the customer service quality becomes increasingly important. Customer service center focuses on customers. It provides customers with correct and reliable product related information and good services in order to improve the operational performance. This study uses company A as an example. With field research and observation, this study analyzes the operational and managerial patterns of the customer service center, the position in an organization, the trainings of professional customer service personnel, and the evaluation of objective management and performance management. This study shows how the customer service center understands the key factors of customer services and the ability to provide services. In addition, the supports from other service related departments are also key factors of customer service quality. The discovery of the case study shows that the operation of the customer service center and enterprise strategic positioning are closely related. Enthusiastic customer service professionals, deeply understanding of customer services and leadership, and appropriate organizational empowerment and information technology integration are essential requirements of a successful customer service center. In the aspect of customer service quality management, proper evaluation standards, line management procedures, quality control standards, and complete customer service workflow are required. Continuous improvements are applied in accordance with the needs of operation development and the changes in the environmental status quo. Keywords：Customer Service Center, Management Strategies, Service Quality, Customer Satisfaction, Objective Management.