Cite as APA style citation
Stopchenko Ye., Boiko M., Kulyk M. Digital functionality of complementation of business processes of the hotel industry. Visnyk Kyi’vs’kogo nacional’nogo torgovel’no-ekonomichnogo universytetu. 2021. № 6. P. 99-111.

FREE FULL TEXT (PDF)
DOI: http://doi.org/10.31617/visnik.knute.2021(140)08

UDC 005.511:[338.48:640.41
JEL Classification: L8, L80, L83
 
STOPCHENKO Yevheniia,
postgraduate at the Department of Hotel and Restaurant Business
Kyiv National University of Trade and Economics
19, Kyoto str., Kyiv, 02156, Ukraine
E-mail: Ця електронна адреса захищена від спам-ботів. вам потрібно увімкнути JavaScript, щоб побачити її.
ORCID:0000-0002-0873-8486
 
BOIKO Margaryta,
DSc (Economics), Professor, Head of the Department of Hotel and Restaurant Business
Kyiv National University of Trade and Economics
19, Kyoto str., Kyiv, 02156, Ukraine
E-mail: Ця електронна адреса захищена від спам-ботів. вам потрібно увімкнути JavaScript, щоб побачити її.
ORCID: 0000-0003-0249-1432
 
KULYK Mariia,
PhD (Economics), Associate Professor, Associate Professor
of the Department of Hotel and Restaurant Business
Kyiv National University of Trade and Economics
19, Kioto str., Kyiv, 02156, Ukraine
E-mail: Ця електронна адреса захищена від спам-ботів. вам потрібно увімкнути JavaScript, щоб побачити її.
ORCID:0000-0001-8732-7441

DIGITAL FUNCTIONALITY OF COMPLEMENTATION OF BUSINESS PROCESSES OF THE HOTEL INDUSTRY

It has been determined that intensive digitalization of service processes is a condition for the effective functioning of the hotel industry under the influence of the COVID-19 pan­demic. One of its important directions, namely the use of a process approach to management, has been specified. The article proves that the improvement of business processes on the basis of their complementation and defining its digital functionality will enable to improve the quantitative and qualitative performance, will help to increase competitiveness and to maintain market share.
Keywords: hotel industry enterprise, hotel business, digitalization, complemen­tation, business processes, CRM-systems.

REFERENCES

1. Derzhavna sluzhba statystyky Ukrai’ny (2019). Naukova ta innovacijna dijal’nist’ Ukrai’ny [State Statistics Service of Ukraine (2019). Scientific and innovative activity of Ukraine]. Statystychnyj zbirnyk za 2019 rik – Statistical collection for 2019 Retrieved from http://www.ukrstat.gov.ua/druk/ publicat/kat_u/2019/zb/09/zb_nauka_2019.pdf [in Ukrainian].
2. Derzhavna sluzhba statystyky Ukrai’ny (2021). Naukova ta innovacijna dijal’nist’ Ukrai’ny. Osnovni pokaznyky dijal’nosti kolektyvnyh zasobiv rozmishhuvannja v Ukrai’ni [State Statistics Service of Ukraine (2021). Scien­tific and innovative activity of Ukraine. The main indicators of activity of collective placement means in Ukraine]. Retrieved from http://ukrstat.org/uk/ operativ/operativ2020/tyr/kol_zas_ukr/kol_zas_rozm_2020_u.htm [in Ukrainian].
3. Derzhavna sluzhba statystyky Ukrai’ny (2021). Naukova ta innovacijna dijal’nist’ Ukrai’ny [State Statistics Service of Ukraine (2021). Scientific and innovative activity of Ukraine]. Statystychnyj zbirnyk za 2020 rik – Statistical collection for 2020. Retrieved from http://www.ukrstat.gov.ua/druk/ publicat/kat_u/2020/zb/09/zb_nauka_2020.pdf [in Ukrainian].
4. Mazaraki, A. A., Mel’nychenko, S. V., Myhajlichenko, G. I., Tkachenko, T. I. ta in. (2016). Innoving v turyzmi [Innovation in tourism]. A. A. Mazaraki (Ed.). Kyiv: Kyiv. nac. torg.-ekon. un-t [in Ukrainian].
5. Segeda, I. V. (2018). Organizacijne zabezpechennja upravlinnja gotel’nym gospodarstvom regionu [Organizational support of hotel management in the region]. Candidate’s thesis. Retrieved from https://svr.pnu.edu.ua/wp-content/ uploads/sites/5/2018/09/dis_Segeda.pdf [in Ukrainian].
6. Lupych, O. O. (2017). Formuvannja konkurentospromozhnosti gotel’nogo gos­podarstva regionu [Formation of regional hotel industry competitiveness]. Candidate’s thesis. Retrieved from https://www.uzhnu.edu.ua/uk/infocentre/ get/14429 [in Ukrainian].
7. Bilec’ka, I. M. (2019). Teoretyko-metodologichni osnovy ta prykladnyj instru­mentarij rozvytku turystychnyh pidpryjemstv na innovacijnyh zasadah [Theo­retical-and-methodological bases and applied instrumentality for the deve­lopment of tourism enterprises built upon innovative principles]. Candidate’s thesis. Retrieved from https://tourlib.net/aref_tourism/bilecka.pdf [in Ukrainian].
8. Burjak, S. V. (2020). Formuvannja regional’nyh klasteriv v umovah rozbudovy integracijnyh procesiv [Formation of regional clusters in the conditions of inte­gra­tion processes development]. Candidate’s thesis. Retrieved from https://ru.scribd.com/document/478769162/Dis-Buriak?secret_password=2KleZxSdC0B0THTUUn3t# download&from_embed [in Ukrainian].
9. Kaplina, A. S. (2016). Organizacijno-ekonomichnyj mehanizm upravlinnja roz­vytkom pidpryjemstv gotel’nogo gospodarstva [Organizational-and-economic mechanism for managing the development of hotel enterprises]. Candidate’s thesis. Retrieved from http://dspace.puet.edu.ua/bitstream/123456789/5050/1/%D0 %94%D0%98%D0%A1%D0%95%D0%A0%D0%A2%D0%90%D0%A6%D0%86%D0%AF_%20%D0%9A%D0%B0%D0%BF%D0%BB%D1%96%D0%BD%D0%B0%20%D0%90.%D0%A1.pdf [in Ukrainian].
10. Lemańska-Majdzik, A., & Okręglicka, M. (2015). Identification of Business Processes in an Enterprise Management. Procedia Economics and Finance, 27, 394-403 [in English].
11. Reijers, H. (2021). Business Process Management: The evolution of a dis­cipline. Computers in Industry. Vol.126 [in English].
12. Delias, P. & Nguyen, G. (2021). Prototyping a business process improvement plan. An evidence-based approach. Information System. Vol.101 [in English].
13. Erasmus, J. Vanderfeesten, I. Traganos, & K. Grefen, P. (2020). Using business process models for the specification of manufacturing operations. Computers in Industry. Vol.123 [in English].
14. Kozenkov, D. E. (2011). Proektuvannja biznes-procesiv jak osnova stvorennja arhitektury pidpryjemstva [Designing the business processes as a basis for cre­ating enterprise architecture]. Visnyk Sums’kogo derzhavnogo universytetu – Bulletin of Sumy State University, 3, 126-136 [in Ukrainian].
15. Andersen, B. (2003). Business Process Improvement. Hardcover [in English].
16. Bol’shakov, A. S. (2002). Sovremennyj menedzhment: teorija i praktika [Modern management: theory and practice]. SPb.: Piter [in Russian].
17. Lipuncov, Ju. P. (2003). Upravlenie processami. Metody upravlenija pred­pri­jatiem s ispol’zovaniem informacionnyh tehnologij [Process management. Methods of enterprise management using information technologies]. Moscow: Press [in Russian].
18. Kutelev, P. V. (2003). Organizacionnyj inzhiniring: Tehnologija reinzhiniringa biznesa [Organizational engineering: Business reengineering technology]. Rostov n/D: Feniks [in Russian].
19. Deming, W. Е. (1982). Quality, productivity, and competitive position. Cam­bridge, MA: Massachusetts Institute of Technology, Center for Advanced Engi­neering Study [in English].
20. Porter, M. (2000). Konkurencija [Competition]. Moscow: Vil’jams [in Russian].
21. Robson, M. (1996). A Practical Guid4e to Business Process Re-Engineering. Gower Pub Co [in English].
22. Laguna, M., & Marklund, J. (2018). Business process modeling, simulation and design. Chapman and Hall/CRC [in English].
23. Fischer, M., Imgrund, F., Janiesch, C., & Winkelmann, A. (2020). Strategy archetypes for digital transformation: Defining meta objectives using business process management. Information & Management, 57(5) [in English].
24. Topolnik, V.G., & Krylova, L.V. (2017). Funktsionalnoe modelirovanie pro­tsessov okazaniya gostinichnyh uslug [Functional modeling of processes of rendering hotel services]. Ekonomika, predprinimatelstvo i pravo, 7 (3), 185-207. DOI: 10.18334/epp.7.3.38231 [in English].
25. Neringa, Langvinienė & Ingrida, Daunoravičiūtė (2015). Procedia – Social and Behavioral Sciences, 213, 902-910 [in English].
26. Inversini, A., De Carlo, M., & Masiero, L. (2020). The effects of customer-centricity in hospitality. International Journal of Hospitality Management, 86, 102436 [in English].
27. Peco-Torres, F., Polo-Peña, A. I., & Frías-Jamilena, D. M. (2021). Revenue management and CRM via online media: The effect of their simultaneous implementation on hospitality firm performance. Journal of Hospitality and Tourism Management, 47, 46-57 [in English].
28. TenPrinciplesofGoodBusinessProcessManagement. www.researchgate.net.Retrieved from https://www.researchgate.net/publication/259218917_Ten_Principles_ of_Good_Business_Process_Management#fullTextFileContent[in English].
29. Bjedjajeva, T. V., & Barlova, A. I. (2017). Innovacii v upravlenii gostinichnym predprijatiem na sovremennom jetape [Innovations in the management of the hotel enterprise at the present stage]. cyberleninka.ru. Retrieved from https://cyberleninka.ru/article/n/innovatsii-v-upravlenii-gostinichnym-predpriyatiem-na-sovremennom-etape [in Russian].