CHALLENGES AND TRENDS REGARDING THE IMPLEMENTATION OF ICT SOLUTIONS IN THE MANAGEMENT OF CUSTOMER SERVICE DEPARTMENT, WITH CASE STUDY AT AS&ICT ROMANIA

Authors

  • Elena Gurgu ''Spiru Haret University", Faculty of Economic Sciences, Bucharest, Romania https://orcid.org/0000-0001-6964-8516
  • Tudor-Vladimir HRENIUC Spiru Haret University, Faculty of Economic Sciences, Bucharest, Ro

DOI:

https://doi.org/10.26458/23114

Abstract

The motivation for choosing the theme is primarily due to our passion for the ICT field. In this work, we first approached the study and analysis of the national and international ICT market from the last 5 years, then we will refer to the challenges and trends regarding the implementation of ICT solutions in the management of the customer services department, with a case study at the Company AS&ICT Romania[1]. The ICT industry in Romania represents one of the most prosperous economic sectors, registering a turnover of almost 6 billion euros in 2019, representing approximately 5.5% of the country's Gross Domestic Product. In 2020, the IT&C sector had a turnover of 70.3 billion lei and was in the Top 5 economic sectors, along with manufacturing, construction, transport, and storage The purpose of the paper is mainly to follow the evolution of the ICT market on a national and international level in the last 5 years. The objectives pursued in the paper have in mind the establishment of the year-by-year evolution of the national and international ICT market, as well as the impact it generates on the economy and everyday life. The importance of the theme for research and for the business environment consists in the fact that increasingly in recent years the ICT field represents in the business environment an important pillar in the digitization and automation of services. Digitization means a large number of tools that make work more efficient within a company. The novelty of the paper's theme would consist in measuring the impact of the influence of the ICT industry on the perception of everyday life, studying the growth of the national and international ICT industry, as well as its impact on the business environment.   [1] In order to protect the identity of the company and the statistical data used in this work, we chose not to disclose the real name of the company where we conducted the case study.

Author Biographies

Elena Gurgu, ''Spiru Haret University", Faculty of Economic Sciences, Bucharest, Romania

Associate professor PhD Elena Gurgu works at Spiru Haret University in Bucharest, Romania, Faculty of Economic Sciences, Department of Economic Sciences and has a double degree in Financial-Accounting Management and also in Commercial Law. She holds a master's degree in Marketing, a doctor’s degree in Economics and a post-doctorate in New Economy at the Romanian Academy in Bucharest. Between 2007-2015 she held the position of Vice-Dean of the Faculty of Marketing and International Economic Business, and from 2016 to 2017 she was Deputy Dean of the Faculty of Economic Sciences in Bucharest, Spiru Haret University. Since 2010, she has been working as an accredited trainer in entrepreneurship, as well as a long-term expert in projects with European funds. She is also a member of many national and international scientific and research organizations, associations and societies (eg IIGE, ARRP, AGER, IABC, ATINER, EBES, AEMB, IADCES, CPC-EW, ASA, ABC Journals, QUAM, RENET). Since 2016, she is the Deputy Editor-in-Chief of the Annals of Spiru Haret University. Economic Series, an international academic indexed journal and also editorial board member of many international journals. A well known professor in the international academic environment, she annually organizes national and international conferences and participates as a keynote speaker at international events. Author of books, book chapters and scientific academic articles in well-known international publishing houses and journals, she is also the coordinator of a master's program in Marketing, coordinating students and master's students in the completion of bachelor theses and dissertations in Management and Marketing. She is also a member of several commissions for awarding the doctorate degree of some foreign universities, as well as an international expert professor in the evaluation of doctoral theses for foreign universities. Her biography is published in the pages of Who is Who - Encyclopedia of Romanian Personalities. Clarivate Analytics ResearcherID: E-8516-2014 Publons: https://publons.com/a/1437881 ORCID:https://orcid.org/0000-0001-6964-8516 SSRN: http://ssrn.com/author=1307203 ResearchGate:https://www.researchgate.net/profile/Elena_Gurgu Linkedin: https://www.linkedin.com/in/elena-gurgu-5099b494/ Mendeley:https://www.mendeley.com/profiles/elena-gurgu/

Tudor-Vladimir HRENIUC, Spiru Haret University, Faculty of Economic Sciences, Bucharest, Ro

Management Degree

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Published

2023-09-07

How to Cite

Gurgu, E., & HRENIUC, T.-V. (2023). CHALLENGES AND TRENDS REGARDING THE IMPLEMENTATION OF ICT SOLUTIONS IN THE MANAGEMENT OF CUSTOMER SERVICE DEPARTMENT, WITH CASE STUDY AT AS&ICT ROMANIA. Annals of Spiru Haret University. Economic Series, 23(1). https://doi.org/10.26458/23114

Issue

Vol. 23 No. 1 (2023)

Section

ACADEMIA PAPERS

License

Copyright (c) 2023 Elena Gurgu, Tudor-Vladimir HRENIUC

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