"Scientific research" Almanac

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  MEASURING CONSUMER SATISFACTION WITH THE OMNI-CHANNEL EXPERIENCE

  Most consumer brands today are available in both physical and online stores, and marketing specialists are constantly seeking new ways to contact and engage their customers. More and more companies are trying to adapt to the digital world and create multiple channels to satisfy consumers' requirements for an optimal buying experience. These ... Most consumer brands today are available in both physical and online stores, and marketing specialists are constantly seeking new ways to contact and engage their customers. More and more companies are trying to adapt to the digital world and create multiple channels to satisfy consumers' requirements for an optimal buying experience. These channels include physical stores, websites, mobile apps, social media and more. The present study presents the results of an empirical study aimed at offering measurement models of consumer satisfaction with and expectation of the omni-channel customer experience. The study has also sought an answer to the question: how much the expectations of the different aspects of omni-channel experience affect the degree of customer satisfaction. The research tasks can be summarized as follows: (1) analysis of scientific literature in the field of omni-channel marketing, customer experience and satisfaction in an omni-channel setting; (2) collection and analysis of data about customer’s expectations and satisfaction with their experience in an omni-channel buying environment, as well as validation of their measurement models and a structural model of their relationship. The partial least squares method has been used in order to test the measurement and structural models. It has been found that customers are satisfied with their omni-channel experience if companies: offer them relevant offers, synchronize their promotions across channels, offer the "Click & Collect" option, integrate data on user devices and enhance the return options for products purchased through different channels. The results also show that only the expectations for integrating data from different devices used by consumers to contact the brand have a small effect on the level of consumer satisfaction

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  TRENDS AND CHALLENGES TO MOTOR INSURANCE IN THE CONDITIONS OF DYNAMIC ECONOMIC DEVELOPMENT

  The present study focuses on the results of a survey on car insurance in Bulgaria carried out in 2018, under project No.6-2018 at the Institute for Scientific Research. The main objective of the survey is to outline the state of the motor insurance market in Bulgaria after the adoption of the Insurance Code. Emphasis is placed on the state and ... The present study focuses on the results of a survey on car insurance in Bulgaria carried out in 2018, under project No.6-2018 at the Institute for Scientific Research. The main objective of the survey is to outline the state of the motor insurance market in Bulgaria after the adoption of the Insurance Code. Emphasis is placed on the state and development of premium income and insurance benefits. The thesis is that motor insurance is a decisive factor for the formation of premium income and the development of insurance companies. The thesis has been proven by solving the following important tasks: - outlinå the state and trends in the development of the insurance market for the period 2005-2017; - outline the state and trends in the development of motor insurance for the period 2005-2017; - outline the relationship between the automotive sector and the motor insurance performance indicators for the period 2005-2017. Based on the study, the following important results were achieved: the rate of growth of premium income and insurance payments on the insurance market lagged behind that of the motor insurance. The pace of development of Casco insurance outpaced the pace of developing Motor Third Party Liability insurance. Proposals were formulated to solve the problems in the research findings. Within the survey period, the average insurance premium on motor insurance was on the increase, as well as the scope of motor insurance.

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  STUDYING THE COUNTERPARTY RISK IN INDUSTRIAL ENTERPRISES (ALONG THE LINES OF THE BREWING INDUSTRY)

  The purpose of the present study is to investigate the manifestation of counterparty risk in the operation of Bulgarian breweries and to highlight specific business solutions and practices for its effective management. In this regard, the following tasks are formulated and implemented: studying and summarizing the theoretical formulations of ... The purpose of the present study is to investigate the manifestation of counterparty risk in the operation of Bulgarian breweries and to highlight specific business solutions and practices for its effective management. In this regard, the following tasks are formulated and implemented: studying and summarizing the theoretical formulations of counterparty risk in industrial enterprises; analyzing and evaluating the current state and identifying the development trends of the brewing industry in the European Union and in Bulgaria, in particular; investigating the risky circumstances and situations arising from the actions and responses of corporate counterparties; summarizing and presenting the results of the conducted empirical survey; highlighting the best practices and initiatives for counterparty risk management in the surveyed business establishments. The main research thesis is that identifying, maintaining and developing partner relationships and interactions with certain counterparties (suppliers, clients, distributors and other physical persons and/or legal entities and the subsequent change in their actions and responses lead to unforeseen and unexpected risk situations in the breweries. As a result of the survey, the study identifies the current situation, the specificity and dynamics in the development of the brewing industry within the European Union and Bulgaria, as well as the bearers of counterparty risk in the brewing enterprises in the country and the most problematic situations and weaknesses in working with them, and outlines the guidelines and priorities for reducing, limiting, avoiding and eliminating the counterparty risk in the surveyed respondents.