Development Of A Customer Service System In Electronic Commerce

Sviatoslav Kniaz, Nelli Heorhiadi, Lesia Kucher, Yuriy Tyrkalo and Anna Bovsunivska
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Sviatoslav Kniaz: Lviv Polytechnic National University
Nelli Heorhiadi: Lviv Polytechnic National University
Lesia Kucher: Lviv Polytechnic National University
Yuriy Tyrkalo: Lviv Polytechnic National University
Anna Bovsunivska: Lviv Polytechnic National University

Business Management, 2023, issue 2 Year 2023, 64-82

Abstract: Information technologies and systems are developing rapidly. Therefore, there are significant changes in business entities’ interaction. E-business is an effective tool to make settlements with customers, expand markets for goods and services, seek new partners, and create a positive image. Certain business types are more favourable to introduce e-commerce; thus, their development level is higher. These are trade in intangible goods, securities, banking services, software development and implementation, information services, distance learning, etc. The purpose of this paper is to determine electronic commerce features in customer warranty and service. The following methods were used: bibliometric and content analysis in processing and searching literary sources; comparing protection of consumers’ interests; analysis and synthesis; consolidation and systematization, particularly in the analysis of legislation, literature, and statistics. Service and warranty are key commerce elements. They are customer services. For proper service and to be ahead of competitors, the consumers’ feedback, complaints, suggestions, recommendations, claims, constant response should be set up. Protecting consumer rights in e-commerce is ensured by “On consumer rights protection”, “On electronic commerce”, etc. Improving regulations between a consumer and a seller, and finding new implementing ways are necessary. Ukraine should fulfill its international legal obligations. Despite the fact that protection of consumer rights is regulated, e-commerce is not properly established and there is a negative experience in using it because of poor government control. E-commerce stores’ trends will allow achieving excellence, high ratings, and buyers’ confidence. The country should have a high-quality e-commerce service.

Keywords: service and warranty service; consumer protection; e-commerce; online store; innovation (search for similar items in EconPapers)
JEL-codes: M21 M29 O10 (search for similar items in EconPapers)
Date: 2023
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