Publication Details
Abstract
Today, competition in the service economy is determined not primarily by the availability of services, but by the speed, reliability and quality of customer experience of their provision processes. In this context, digitalization is not just the introduction of information technologies, but also a management approach aimed at fundamentally reorganizing service processes. Digital solutions have a significant impact on the processes of design, implementation, monitoring and continuous improvement of services. This article examines the role of digitalization of service processes in increasing socio-economic efficiency. The concept of socio-economic efficiency is interpreted as the joint provision of economic results (cost optimization, labor productivity, profitability) and social results (service quality, customer satisfaction, employee stability). The study, based on the theory of service management and business process management approaches, proposes a system of indicators reflecting the relationship between digital tools (CRM, ERP, BPM systems, business process automation, data-driven monitoring) and socio-economic indicators. An integrated socio-economic performance index is also developed, covering customers, employees, operational and financial indicators. This index allows calculating indicators based on weighted normalization. The results of the analysis show that the highest efficiency is achieved when digitalization processes are combined with service standards and management mechanisms (key performance indicators, feedback systems and a clear distribution of responsibilities). The article provides practical conclusions and recommendations for service enterprises aiming to increase competitiveness through digital processes.