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Service Quality Management under Digital Economy

D.A. Zaborovsky
post-graduate student, State Institute of Economics, Finance, Law and Technology


  • industrial revolutions
  • Industry 4.0
  • information technologies
  • management
  • quality of services
  • digitalization
  • consumers of services
  • innovation management
  • The fourth industrial revolution radically changes the organizational culture as well as the structure of relations in organizations. It also leads to changes in the production and implementation of brand new business models including those applied in service quality management due to the transfer of operations to digital format. However, the staff involved in quality management is still oriented at old tasks. We consider the problems and initiatives connected with service quality management under Industry 4.0.