IMPROVING THE MANAGEMENT SYSTEM IN SERVICE ENTERPRISES
Keywords:
service enterprises, management system, service quality, customer experience, process managementAbstract
result of the service, but also the process, speed, reliability, communication style and problemsolving
capability of the enterprise. For this reason, improvement of the management system in
service enterprises cannot be limited to formal restructuring or the introduction of isolated digital
tools. It requires a coherent managerial architecture that connects strategy, service quality, business
processes, human resources, customer experience, data-based decision-making and continuous
improvement. This article develops a practical conceptual model for improving the management
system in service enterprises, with particular relevance for economies where the service sector is
expanding and competition is increasingly shaped by quality, trust and responsiveness. The study
uses a qualitative analytical methodology based on a synthesis of modern management theory,
service quality models, quality management principles, digital transformation literature and
performance management approaches. The proposed model consists of six interconnected blocks:
strategic alignment, customer-centred service design, process standardization, employee capability
development, digital and analytical support, and performance-based governance. The article argues
that the main weakness of many service enterprises is not the absence of effort, but the absence of
an integrated system in which responsibilities, standards, indicators and feedback loops are clearly
connected. The scientific novelty of the paper is the development of an integrated improvement framework that translates international management concepts into an applicable system for service
firms. The practical significance lies in its use as a diagnostic and implementation tool for managers,
entrepreneurs, consultants and researchers
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