Klaipėdos universitetas

Straipsnyje analizuojama verslo verslui paslaugų specifika ir klientų aptarnavimo kokybės veiksniai. Siekiama įvardyti klientų aptarnavimo kokybę lemiančius veiksnius, jų svarbą kuriant ir diegiant aptarnavimo kokybės priežiūros sistemas; pateikiamas klientų aptarnavimo kokybės priežiūros modelis, apimantis penkias vertinimo sritis: (1) potenciali paslaugų teikėjų kokybė; (2) tiesiogiai aptarnaujančių darbuotojų darbo kokybė; (3) aptarnavimo proceso kokybė; (4) techninė kokybė ir (5) pasiekto rezultato kokybė. Daroma prielaida, kad siūlomas aptarnavimo kokybės priežiūros vertinimo modelis įgalintų verslo verslui paslaugų teikėjus visapusiškai užtikrinti klientų aptarnavimo kokybės priežiūrą.

In this paper correlation of competitiveness and service quality are analyzed in theoretical and practical regard. It is emphasized that competitiveness might be evaluated according to different levels and formats. When preparing this paper scientific sources were analyzed and summarized, organizations were evaluated employing the methods of competitive profile analysis and surveying. Total of 316 Lithuanian insurance companies’ clients from various regions and towns of the country were surveyed. During the evaluation of the organizations direct and indirect factors influencing competitiveness were accentuated. Factors determining quality of service were also evaluated. Results of the research confirmed the hypothesis that competitiveness of service providing companies is mostly determined by the factor of service quality. Correlation between service quality and competitiveness of service providing companies was determined.

Strateginio mąstymo sąsajos su priimamais verslo sprendimais straipsnyje analizuojamos teoriniu ir praktiniu aspektais. Akcentuojama,kad strategiškai mąstantys vadovai, priimdami verslo sprendimus, didelį dėmesį skiria aplinkai ir jos teikiamoms galimybėms,pasekmių ir rezultatų analizei apie ateitį ir galimas jos kryptis, grįžtamajam ryšiui ir mokymuisi; visai organizacijai bei santykiųtinkamumui organizacijos viduje. Rengiant straipsnį išanalizuoti ir apibendrinti moksliniai šaltiniai, apklausti Vilniaus, Klaipėdos,Kauno, Šiaulių, Telšių regionų įmonių vadovai, kurie vadovauja rinkoje įsitvirtinusioms ir tarpusavyje konkuruojančioms prekybosbei gamybos pobūdžio paslaugų įmonėms. Tyrimo rezultatai patvirtino hipotezę, kad vadovai, strategiškai mąstantys priimdamiverslo sprendimus, pasiekia aukštų veiklos rezultatų.

Japanese family firms are distinguished by various interesting yet different characteristics from their counterparts in other countries. Among these characteristics are the governing structure of the ‘ie’ system, the influencing role of ‘codes of merchants’, the adoption of non-blood sons to succeed to the business, and the long-lived phenomenon of century-old family firms. Despite numerous important studies explaining these characteristics, our essential knowledge about the rational logic behind them remains limited. Thus, to further aid our understanding of these characteristics and the logical essence, this article reviews a range of literature on institutional embeddedness, including socio-political history, cultural values, and religious influence on Japanese family firms. The article also proposes a research direction to comprehend better the institutional logics behind Japanese family firms and their behaviour.

The Covid-19 pandemic brought changes to every country’s economy. The increasing number of cases, the lack of equipment and supplies, and the disruption of production and services, led to strong measures to stop the spread of the virus. The pandemic also had a significant impact on the stability of existing businesses. The announcement of lockdown and the resulting restrictions influenced consumer behaviour, and companies have had to adapt quickly to current changes in order to maintain economic security. The suspension or restriction of activities affected the income, profits and business continuity of companies. The main purpose of this article is to analyse how the Covid-19 pandemic affected the economic security of small and medium-size Lithuanian companies. What impact did the pandemic have on the Lithuanian economy and the business dynamics of organisations? Using research methods, scientific literature and statistical data, a comparative analysis was performed to assess the impact of the Covid-19 pandemic on Lithuanian organisations. Based on the results, Lithuania was the least affected by the pandemic in the context of the European Union. However, there was a lot of uncertainty at the beginning of 2021; but the economy grew faster than expected. The volume of industrial production increased, retail and international trade grew. Despite the pandemic, growth was maintained in the manufacturing, wholesale and retail sectors. The impact of the pandemic was felt most in the services sector: accommodation and food service activities, the arts, entertainment and recreation, service and administrative activities.