developing cusomer service standards.pdf - See discussions...

  • No School
  • AA 1
  • 439

This preview shows page 1 out of 439 pages.

You've reached the end of your free preview.

Want to read all 439 pages?

Unformatted text preview: See discussions, stats, and author profiles for this publication at: DEVELOPING CUSTOMER SERVICE STANDARDS Conference Paper · June 2018 CITATIONS READS 2 293 3 authors: Venelin Terziev Vanya Banabakova Vasil Levski Military University, Veliko Tarnovo Vasil Levski Military University, Veliko Tarnovo 1,450 PUBLICATIONS 1,362 CITATIONS 150 PUBLICATIONS 156 CITATIONS SEE PROFILE SEE PROFILE Marin Georgiev Vasil Levski Military University, Veliko Tarnovo 267 PUBLICATIONS 305 CITATIONS SEE PROFILE Some of the authors of this publication are also working on these related projects: guerrilla warfare (modern distortion - low intensity conflict) View project Минiстерство Освiти i Науки Украiни Ужгородсъиѝ Национальниѝ Университет Сучаснi Можливостi Запеспечення СоцiальноЕкономiчного Розвитку Краiн View project All content following this page was uploaded by Venelin Terziev on 26 June 2018. The user has requested enhancement of the downloaded file. 520$1,$´1,&2/$(%ą/&(6&8µ /$1')25&(6$&$'(0<6,%,8 The 24th International Conference The Knowledge-Based Organization ISSN 1843-682X CONFERENCE PROCEEDINGS 2 ECONOMIC, SOCIAL AND ADMINISTRATIVE APPROACHES TO THE KNOWLEDGE-BASED ORGANIZATION ISBN 978-973-153-327-8 ´1,&2/$(%ą/&(6&8µ /$1')25&(6$&$'(0< The 24th International Conference The Knowledge-Based Organization ECONOMIC, SOCIAL AND ADMINISTRATIVE APPROACHES TO THE KNOWLEDGE-BASED ORGANIZATION CONFERENCE PROCEEDINGS 2 14-16 June 2018 Š ´1,&2/$(%ą/&(6&8µ/$1')25&(6$&$'(0< 38%/,6+,1*+286( 6,%,88 6FLHQWLILFDGYLVRUV COL Prof. Leontin STANCIU, PhD Prof. Dobrinka CHANKOVA, PhD Prof. Marioara PATEûAN, PhD Prof. Elena FLORIûTEANU, PhD Prof. Nicolae BALTEЭ, PhD Prof. Silvia FLOREA, PhD LTC Assoc.Prof. Ioan-Gabriel POPA, PhD LTC Jaromir MARES, PhD MAJ Assist.Prof. Alexandru BABOû, PhD Assoc.Prof. ûtefania BUMBUC, PhD Assoc.Prof. Vasile ROMAN, PhD Assoc.Prof. Teodora DRąGHICI, PhD Assist.Prof. Simona BOûTINą-BRATU, PhD Assist.Prof. Sabin GUĥAN, PhD Assist.Prof. Crenguаa Mihaela MACOVEI, PhD Assist.Prof. Brânduüa-Oana NICULESCU, PhD Assist.Prof. Georgeta OBILIûTEANU, PhD Assist.Prof. Lucia PALEA, PhD Assist.Prof. Alina CIUHUREANU, PhD Assist.Prof. Alexandru STOIAN, PhD Assist.Prof. Raluca RUSU, PhD Assist.Prof. Cristina BąTUЭARU, PhD Assist.Prof. Fabiana MARINESCU-BąDąLAN, PhD TA Alina NEGOESCU, PhD © 2018 ´1LFRODH%ĄOFHVFXµ/DQG)RUFHV$FDGHP\ Cop\ULJKW RXW RI FKDUJH DOO UHSURGXFWLRQV DUH DXWKRUL]HG SURYLGHG WKDW VSHFLILF UHIHUHQFHVDUHPDGH ´1LFRODH%ĄOFHVFXµ/DQG)RUFHV$FDGHP\ $GGUHVV-5HYROXġLHL6WUHHW6LELX 7HO)D[ E-PDLORIILFH#DUP\DFDGHP\UR E-PDLOHGLWXUD#DUP\DFDGHP\UR ZHEZZZDUP\DFDGHP\UR ZHEZZZDUP\DFDGHP\URHGLWXUD 7KHDXWKRUVWDNHIXOOUHVSRQVLELOLW\RIWKHFRQWHQWRIWKHLUDUWLFOHV ISSN 1843-682X ISBN 978-973-153-327-8 TABLE OF CONTENTS ECONOMIC SCIENCES Managerial Elements Specific to Military Logistics, Mihai-Bogdan ALEXANDRESCU*, Daniel-Sorin CONSTANTIN**, Marius MILANDRU**, Joint Logistics Command, %UDúRY, Romania, ³1LFRODH%ăOFHVFX´/DQG)RUFHV$FDGHP\ of Sibiu, Romania...................... 10 Jiu Valley’s Mining Activity as an Identity Construction, Mariana Eleonora ANGHEL, University oI3HWUR‫܈‬DQL, Romania ................... 18 Evaluation Methods of the Impact of Structural and Cohesion Funds on Economic and Social Development at Regional and National Level, Cristina %Ă78‫܇‬$58*, Amelia BUCUR**, *³1LFRODH %ăOFHVFX´ Land Forces Academy of Sibiu, Romania, **“Lucian Blaga” University of Sibiu, Romania .................................................................................................... 23 Study on Accounting Organization: Options and Influence Factors, Alina-Teodora CIUHUREANU, “NLFRODH%ăOFHVFX´/DQG)RUFHV$FDGHP\ of Sibiu, Romania .................................................................................................... 31 Transparency of Financial Information on Crowdfunding Platforms – A Prerequisite for Successful Funding Campaigns, Mina FANEA-IVANOVICI, University of Economic Studies, Bucharest, Romania ... 37 From Marketing 1.0 to Marketing 4.0 – The Evolution of the Marketing Concept in the Context of the 21st Century, Mircea FUCIU, Luigi DUMITRESCU, “Lucian Blaga” University of Sibiu, Romania............ 43 Opportunities for Multiplying the Expenses in Economic Effects and Benefits for the Budget of the National Military University “Vasil Levski”, Pavlin Ivanov GLUSHKOV, “Vasil Levski” National Military University, Veliko Tarnovo, Bulgaria.................................................................................... 49 3 Evolution of the Consolidated General Budget and Budget Deficit in 2012-2016 Period in Romania, $OLQ 7HRGRU +86(5$‫܇‬, “1LFRODH%ăOFHVFX´/DQG)RUFHV$FDGHP\ of Sibiu, Romania.......................... 55 Approaches to the Modern Concept of Digital Marketing, Gheorghe MINCULETE, Polixenia OLAR, “Carol I” National Defense University, Bucharest, Romania.......................................................................... 63 Employment and Unemployment as Predictors of Economic Security on the Example of the Republic of Bulgaria, Elitsa PETROVA, Stefan FILIPOV, “Vasil Levski” National Military University, Veliko Tarnovo, Bulgaria.................................................................................... 70 Economic Growth and Investment Activity as Basic Elements and Indicators of Economic Security and Their Relationship with National and International Security, Elitsa PETROVA, “Vasil Levski” National Military University, Veliko Tarnovo, Bulgaria................................................................. 76 Study Regarding the Defense Expenditure Analysis in NATO, Ioan Gabriel POPA, 9DOHQWLQ 3Ì598ğ, ³1LFRODH %ăOFHVFX´ /DQG )RUFHV Academy of Sibiu, Romania ............................................................................... 82 The Effects of Ageing Population on the Economy and on Service Activities in Romania, &HFLOLD ,ULQD 5$%21‫܉‬8, $PDOLD 9HQHUD 72'258‫܉‬, ³&RQVWDQWLQ%UkQFX‫܈‬L´8QLYHrsity of Târgu Jiu, Romania.................................. 88 Analysis of the Impact of Intangible Resources at Macroeconomic Level. The Case of Romania, Sebastian Emanuel STAN, ³1LFRODH %ăOFHVFX´ /DQG Forces Academy of Sibiu, Romania.................................................................... 98 Empirical Research on the Stability of the National Financial System, Leontin STANCIU, Cristian-Lucian STANCIU, ³1LFRODH %ăOFHVFX´ /DQG Forces Academy of Sibiu, Romania.................................................................. 105 Theoretical Approaches on Corporate Social Responsibility, Leontin STANCIU, Cristian-Lucian STANCIU, ³1LFRODH %ăOFHVFX´ /DQG Forces Academy of Sibiu, Romania.................................................................. 110 Developing Customer Service Standards, Venelin TERZIEV, Vanya BANABAKOVA, Marin GEORGIEV, “Vasil Levski” National Military University, Veliko Tarnovo, Bulgaria................................................. 117 4 Effective Options for Determining Customer Profitability, Venelin TERZIEV, Vanya BANABAKOVA, Marin GEORGIEV, “Vasil Levski” National Military University, Veliko Tarnovo, Bulgaria ........ 123 An Analysis of the European Practices in Bulgaria to Support Start-UPS, Tsvetana STOYANOVA, Miglena ANGELOVA, University of National and World Economy, Sofia, Bulgaria ...................................................................... 129 From Sustainable to Transient Competitive Advantage, Tsvetana STOYANOVA, Miglena ANGELOVA, University of National and World Economy, Sofia, Bulgaria ...................................................................... 134 ADMINISTRATIVE AND JURIDICAL SCIENCES Legal Aspects of Electronic Communication and Its Proof According to the Tax and Social Insurance Procedure Code Regulations, Valentina ALEKSANDROVA, “Neofit Rilski” South-West University, Blagoevgrad, Bulgaria....................................................................................... 140 Types of Administrative Penalties for Tax Offenses, Petar Ivanov BALDZHIEV, “Neofit Rilski” South-West University, Blagoevgrad, Bulgaria ...................................................................................................... 145 National Security and the Permit for Access to Classified Information – Social and Legal Aspects in the Event of a Denial of Revocation of a Permit for Access to Classified Information, Stoimen BARDAROV, “Neofit Rilski” South-West University, Blagoevgrad, Bulgaria ...................... 151 The Right to Family Life and Religious Freedom Versus the States` Interests, Bianca-&RGUX‫܊‬D%Ă5$, West University, 7LPL‫܈‬RDUD, Romania .... 156 Changes in the American Foreign Policy: from Obama to Trump, Oana-Elena BRÂNDA, “Titu Maiorescu” University, Bucharest, Romania ........ 160 The Distortion of Justice from Non-State Power, Aurelia Teodora DRĂGHICI*, 'XPLWUX*2ù$**, ³1LFRODH%ăOFHVFX´/DQG)RUFHV$FDGHP\ of Sibiu, Romania, **“Dr. Aurel Greblea” Service Dog Training Centre, Sibiu, Romania ............................................................................................................ 166 Opinions about the Power of the People and the Powers of the State in Regulating the Constitution of Romania, $XUHOLD 7HRGRUD '5Ă*+,&, , 7HRGRU%2'2$‫&܇‬Ă**, ³1LFRODH%ăOFHVFX´/DQd Forces Academy of Sibiu, Romania, **“Dimitrie Cantemir” University of Târgu-0XUH‫܈‬, Romania ........ 172 5 Approbation of Models and Legislation in Accommodation Infrastructure for Soldiers from Land Forces Army Compatible with Models and Legislation in Member States of the Alliance, Stefan FILIPOV, “Vasil Levski” National Military University, Veliko Tarnovo, Bulgaria......... 178 Legal Aspects Regarding the Existence of The Internal Armed Conflict, Sabin *8‫܉‬$1, ³1LFRODH%ăOFHVFX´/DQG)RUFHV$FDGHP\ of Sibiu, Romania................. 184 The Impact of the Case-Law of the Court of Justice of the European Union in the Field of Public Procurement, Albena IVANOVA, “Neofit Rilski” SouthWest University, Blagoevgrad, Bulgaria .......................................................... 189 Migration Crisis – A Main Priority for the Fifth Polish Presidency of the Visegrád Group, Diana IVANOVA, “Neofit Rilski” Sout-West University, Blagoevgrad, Bulgaria....................................................................................... 194 Methodology of Crime Prevention Training, Krastyu KRASTEV, Marya DONCHEVA, “Vasil Levski” National Military University, Veliko Tarnovo, Bulgaria.................................................................................. 200 Existing Dangers for the Child on the Internet, Nadezhda KRASTEVA, “Neofit Rilski” South-West University, Blagoevgrad, Bulgaria ...................... 206 The Conflicting Implications of the Right to Information as Recognised by Public International Law, Bilyana Borisova MANOVA, “Neofit Rilski” South-West University, Blagoevgrad, Bulgaria ...................... 212 Nationalisms Versus Solidarity in Case of EU Law and Security, Nikolay MARIN, “Neofit Rilski” South-West University, Blagoevgrad, Bulgaria ............................................................................................................. 221 Some Problems of the European Information Exchange Model in the Field of the Law Enforcement Cooperation, Simo MIHOV, “Neofit Rilski” SouthWest University, Blagoevgrad, Bulgaria .......................................................... 225 Reflections on the Regulation of the Principle of Non-Discrimination in the Romanian Constitutions and in the International Bill of Rights – Selective Aspects, Nicolae PAVEL, “Spiru Haret” University, Bucharest, Romania..... 231 Doctrinal Contributions on the Right to Use the Work Provided by Law No. 8/1996, Tudor-Vlad SFÂRLOG, “Lucian Blaga” University of Sibiu, Romania............................................................................................................. 238 The Role of Public Authorities During Mobilization, Alexandru STOIAN, ³1LFRODH%ăOFHVFX´/DQG)RUFHV$FDGHP\ of Sibiu, Romania........................ 243 6 Modern Instruments for Evidence-Gathering in Criminal Matters Across EU, Ralitsa VOYNOVA, “Neofit Rilski” South-West University, Blagoevgrad, Bulgaria ............................................................................................................. 248 SOCIAL SCIENCES AND FOREIGN LANGUAGES Comparative Analysis of the Leadership Style of the Bulgarian Cadets – Part in the National Security Education, Nevena ATANASOVA-KRASTEVA, “Vasil Levski” National Military University, Veliko Tarnovo, Bulgaria......... 255 The Presence of the Ministry of National Defense in the Social Media Space. Analysis of the Official Communication Effort Between the Years 20122017, 5ăGXĠ BÎLBÎIE, ³1LFRODH %ăOFHVFX´ /DQG )RUFHV $FDGHP\ of Sibiu, Romania............................................................................................................. 261 Visuality and Communication in Military English Classes, Simona %2‫܇‬7,1Ă-BRATU, Alina Gabriela NEGOESCU, Lucia PALEA, ³1LFRODH%ăOFHVFX´/DQG)RUFHV$FDGHP\ of Sibiu, Romania................. 269 The Development of Teams in the Context of Learning Based Organizations, ùWHIDQLD BUMBUC, ³1LFRODH%ăOFHVFX´/DQG)RUFHV$FDGHP\ of Sibiu, Romania............................................................................................. 276 Expressions of Relational Power in NATO Discourse: Cooperation with Former Adversaries, Isabela Anda DRAGOMIR, “Lucian Blaga” University of Sibiu, Romania.............................................................................................. 282 Study of the Dietary Intake of Cadets from the National Military University “Vasil Levski” – Part I, Pavlin Ivanov GLUSHKOV, “Vasil Levski” National Military University, Veliko Tarnovo, Bulgaria......... 288 The Visual Message. Directions of Evolution in Image Advertising, Oana-Antonia ILIE, ³1LFRODH %ăOFHVFX´ /DQG )RUFHV $FDGHP\ of Sibiu, Romania............................................................................................................. 294 Intraspecific Aggression: Humans and Hominids, Zoltan JOBBAGY, National University of Public Service, Budapest, Hungary.............................. 300 Is Christian Faith a Predictor for Empathy?, Valentin LUPU, ³1LFRODH%ăOFHVFX´/DQG)RUFHV$FDGHP\ of Sibiu, Romania........................ 306 7 Academic Self-Efficacy in Military Higher Education: Assessment of the Psychometric Qualities of Perceived Academic Efficacy Scale, &UHQJXĠD Mihaela MACOVEI, ³1LFRODH%ăOFHVFX´/DQG)RUFHV$FDGHP\ of Sibiu, Romania .................................................................................................. 311 Perceived Cohesion in Military Student Groups, &UHQJXĠD Mihaela MACOVEI, ³1LFRODH%ăOFHVFX´/DQG)RUFHV$FDGHP\ of Sibiu, Romania ...... 317 Training Program for Military Students for the Improvement of the Freestyle Swimming Method, Fabiana MARTINESCU-%Ă'Ă/$1, RamonaElena HERMAN, ³1LFRODH %ăOFHVFX´ /DQG )RUFHV $FDGHP\ of Sibiu, Romania............................................................................................................. 324 Analysis of the Energy Requirement and of the Energy Reception of the Cadets from Vasil Levski National Military University, Nikolay NICHEV, “Vasil Levski” National Military University, Veliko Tarnovo, Bulgaria......... 331 Energy Requirement of the Military Personnel, Nikolay NICHEV, “Vasil Levski” National Military University, Veliko Tarnovo, Bulgaria......... 338 Intercultural Competence in Teaching and Learning Foreign Languages, Georgeta 2%,/,ù7($18, %UkQGXúD-Oana NICULESCU, ³1LFRODH%ăOFHVFX´/DQG)RUFHV$FDGHP\ of Sibiu, Romania ....................... 345 Foreign Language Education in the Military, Marioara 3$7(ùAN*, Dana ZECHIA**, *“1LFRODH %ăOFHVFX´ /DQG )RUFHV $FDGHP\ of Sibiu, Romania, **“0LUFHDFHO%ăWUkQ´1DYDO$FDGHP\, &RQVWDQĠD, Romania......... 351 Visual Aids in Language Education, Marioara 3$7(ù$1*, Alina BALAGIU**, Camelia ALIBEC**, *“1LFRODH %ăOFHVFX´ Land Forces Academy of Sibiu, Romania, **“Mircea cHO %ăWUkQ´ Naval Academy, &RQVWDQĠD, Romania .............................................................. 356 Behavioural and Motivational Factors of Individual’s Behaviour in Emergency Situations, Juliusz PIWOWARSKI, Wojciech CZAJKOWSKI, University of Public and Individual Security “Apeiron” in Krakow, Poland... 362 Feminism as a Political Ideology, Nikolay POPOV, “Neofit Rilski” South-West University, Blagoevgrad, Bulgaria................................................ 373 Military Identity, Robert PRODANCIUC, 8QLYHUVLW\ RI 3HWUR‫܈‬DQL, 3HWUR‫܈‬DQL, Romania............................................................................................ 377 Work-Family Balance: Theoretical and Empirical Perspectives, Raluca RUSU, ³1LFRODH %ăOFHVFX´ Land Forces Academy of Sibiu, Romania ..................................................................................................383 8 Study on Determinations and Connections in the Area of Social Competence of the Leader in a Military Organizational Context, Benoni SFÂRLOG, Daniel-Sorin CONSTANTIN, ³1LFRODH %ăOFHVFX´ Land Forces Academy of Sibiu, Romania.................................................................. 388 Characteristics of the Romanians’ Religiosity Highlighted in Their Children’s Drawings, Daniela SOREA, ³7UDQVLOYDQLD´ 8QLYHUVLW\ RI %UD‫܈‬RY, Romania............................................................................................................. 394 The Way Romanian Students Refer Themselves to Orthodox Christianity, Daniela SOREA, ³7UDQVLOYDQLD´8QLYHUVLW\RI%UD‫܈‬RY, Romania .................. 400 Considerations on the Contributions of Judo to the Development and Improvement of Motor Qualities and Skills Pertaining to Close Combat, Robert 67Ă1&,8/(6&8, ³1LFRODH %ăOFHVFX´ /DQG )RUFHV $FDGHP\ of Sibiu, Romania............................................................................................................. 406 The Impact of Health-Conscious Eating in Improving Physical Performance in Military Physical Training, 5REHUW 67Ă1&,8/(6&8*, Elvira BELDIMAN**, ³1LFRODH %ăOFHVFX´ /DQd Forces Academy of Sibiu, Romania, **Bucharest Bar Association, Romania ........................................... 410 Community, Strategic Partner of the Educational Organization in the 21st Century, Nicoleta 67Ă1,&Ă, Liliana PETER, “Valahia”, University of 7kUJRYL‫܈‬WH, Romania ......................................................................................... 416 Alexander the Great and the “Clash” of Ancient Civilizations, 0ăGăOLQD STRECHIE, University of Craiova, Craiova, Romania ................ 421 A Real-Time Social Media Monitoring System as an Open Source Intelligence (Osint) Platform for Early Warning in Crisis Situations, Elena ‫܇‬8‫܇‬1($, “Carol I” National Defence University, Bucharest, Romania.....427 Opportunities to Improve Interaction Between Employees and Educational Institutions, Boryana VARBANOVA, “Vasil Levski” National Military University, Veliko Tarnovo, Bulgaria............................................................... 432 9 International Conference KNOWLEDGE-BASED ORGANIZATION Vol. XXIV No 2 2018 MANAGERIAL ELEMENTS SPECIFIC TO MILITARY LOGISTICS Mihai-Bogdan ALEXANDRESCU*, Daniel-Sorin CONSTANTIN**, Marius MILANDRU** *-RLQW/RJLVWLFV&RPPDQG%UDúRY, Romania **³1LFRODH%ăOFHVFX´Land Forces Academy, Sibiu, Romania [email protected], [email protected], [email protected] Abstract: Management, both as a science and as a reality, exists and applies to all hierarchical levels and segments of activity, including logistics. Military log...
View Full Document

  • Fall '19

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern

Ask Expert Tutors You can ask You can ask ( soon) You can ask (will expire )
Answers in as fast as 15 minutes