Konoplina O. Strategic monitoring of the business reputation of water supply services companies by stakeholder groups

The dissertation is devoted to the development of theoretical and methodological principals and practical recommendations on the application of strategic monitoring of business reputation by groups of stakeholders at water supply services enterprises. The peculiarities of water supply services companies in the development of the national economy in Ukraine have been researched. Their current development conditions and problems in the context of strategic monitoring of business reputation have been analyzed. The necessity of finding qualitatively new, optimal approaches to solving the accumulated problems has been substantiated. Strategic monitoring of business reputation has been developed, which is based on the application of reputation management methods. A methodological approach to strategic monitoring of business reputation is proposed and based on a structural and logical model, which includes interrelated blocks: the first is the identification of stakeholders and the study of their factors of impacting business reputation, which includes the choice of priority groups and areas of interaction with them, as well as defining a set of indicators to assess the level of engagement by determining; the second is to determination of the business reputation level and to implement the model of strategic monitoring of business reputation, which includes the calculation of the integrated indicator of the business reputation level, determination of the weight of each selected groups in the general level of business reputation, based on the obtained data, the construction of reputation radars and interpretation of the obtained results on the basis of the developed scale of business reputation values. An approach for assessing the business reputation of water supply services companies has been developed, with step-by-step application of hierarchy analysis, expert appraisal and taxonomy methods. According to the results of the evaluation, differentiation of the enterprises by the level of their business reputation has been performed. The estimation algorithm of significance of the interaction directions via using the method of hierarchy analysis has allowed to choose priority target groups and interaction directions with them for water supply services enterprises. The complex of managerial actions on stabilization of business reputation level, ways of its increase depending on the affiliation of the water supply service company and a certain group by the value of the calculated index of business reputation has been offered. Information and analytical support for strategic monitoring of the business reputation of water supply services companies has been developed, which consists in carrying out a comprehensive assessment of business reputation by creating reputational radars in accordance with each model situation, application of a matrix of influence spheres on the activity of water supply services companies, which allows to exert regulatory influence on the level of business reputation of water supply services companies by implementing appropriate management.