Business Management

ISSN: 0861-6604-Print Edition
ISSN: 2534-8396-Electronic Edition

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  • Sviatoslav Kniaz, Nelli Heorhiadi, Lesia Kucher, Yuriy Tyrkalo, Anna Bovsunivska
    DEVELOPMENT OF A CUSTOMER SERVICE SYSTEM IN ELECTRONIC COMMERCE
    JEL: M21, M29, O10
    Keywords: service and warranty service, consumer protection, e-commerce, online store, innovation
    Abstract: Information technologies and systems are developing rapidly. Therefore, there are significant changes in business entities’ interaction. E-business is an effective tool to make settlements with customers, expand markets for goods and services, seek new partners, and create a positive image. Certain business types are more favourable to introduce e-commerce; thus, their development level is higher. These are trade in intangible goods, securities, banking services, software development and implementation, information services, distance learning, etc. The purpose of this paper is to determine electronic commerce features in customer warranty and service. The following methods were used: bibliometric and content analysis in processing and searching literary sources; comparing protection of consumers’ interests; analysis and synthesis; consolidation and systematization, particularly in the analysis of legislation, literature, and statistics. Service and warranty are key commerce elements. They are customer services. For proper service and to be ahead of competitors, the consumers’ feedback, complaints, suggestions, recommendations, claims, constant response should be set up. Protecting consumer rights in e-commerce is ensured by “On consumer rights protection”, “On electronic commerce”, etc. Improving regulations between a consumer and a seller, and finding new implementing ways are necessary. Ukraine should fulfill its international legal obligations. Despite the fact that protection of consumer rights is regulated, e-commerce is not properly established and there is a negative experience in using it because of poor government control. E-commerce stores’ trends will allow achieving excellence, high ratings, and buyers’ confidence. The country should have a high-quality e-commerce service
  • Dinko Herman Boikanyo
    ETHICAL CONSIDERATIONS AND SOCIETAL IMPACTS OF AI ADOPTION IN SMEs WITHIN EMERGING MARKETS
    JEL: M10, O10, O33.
    Keywords: Small and Medium-Sized Enterprises (SMEs), AI Adoption, Ethics, Technology, Emerging Markets, Societal Impacts.
    Abstract: This paper examines the ethical considerations and societal implications of AI adoption by small and medium enterprises (SMEs) in emerging markets. Drawing on Stakeholder Theory, Diffusion of Innovation, and the Technology-Organization-Environment framework, it proposes a comprehensive conceptual model that places ethical principles, fairness, accountability, and inclusivity at its core. The discussion highlights the complex interplay of technological, organizational and societal dimensions, illustrating how AI can enhance competitiveness while potentially exacerbating inequalities and raising privacy, bias and transparency concerns. By integrating ethical and societal factors into a single framework, this study addresses a critical gap in current research, offering guidance for SME leaders, policymakers and researchers. The propositions suggest that ethical leadership fosters stakeholder trust, and that inclusive policies are essential to prevent AI-driven inequalities. This framework can serve as a roadmap for responsible AI adoption, informing capacity-building initiatives, regulatory guidance and future empirical studies. Ultimately, the paper invites further research to validate and refine its concepts and to explore cross-industry and cross-regional variations, ensuring that AI’s benefits are realized while mitigating its ethical and societal risks.

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  • Editor in chief: Prof. Mariyana Bozhinova, PhD
  • Co-editor in chief: Prof. Krasimir Shishmanov, Ph.D.