Development of an architectural model of information-technological services of information support for the functions of interaction with consumers of network business

the topic of this study is the development of an architectural model of information-technological services of information support of the sphere of interaction with consumers of network companies (by the example of the trade industry and hospitality industry). The relevance of the topic is due to the high level of importance at these enterprises of the issues of ensuring the effectiveness of marketing activities and sales, in the conditions of active digitalization of the economy, the formation of a comfortable consumer environment and a number of other factors of the macro-level business environment. In the course of the research the authors identified the list of main stakeholders, systematized their requirements, listed business processes and business functions in the field of customer relationship management. The result of the research presented in the article is an architectural model of information and technological services of information support of the sphere of consumer interaction for network retailers and hotel chains.

network business, retail, tourism and hospitality industry, hospitality, enterprise architecture, IT systems, IT services, service architecture