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EVALUATING THE OPERATIONAL IMPACT OF AI CHATBOTS AND OWNERSHIP STRUCTURE IN HEALTHCARE IT SERVICE MANAGEMENT
(Manuscript, 2026-05) Klimocych, Anastasiia
The increasing adoption of artificial intelligence (AI) chatbots in healthcare IT Service Management (ITSM) is often framed as a broadly applicable approach for improving efficiency and reducing operational workload. However, limited empirical evidence exists regarding how organizational
ownership structures and global time‑zone separation influence the realized value of such technologies. This study examines the operational impact of AI chatbot deployment within a globally distributed healthcare IT support environment, focusing on investigation‑phase support for specialized genetics systems.
Using a quantitative, quasi‑experimental design, the study analyzes task‑level metadata from an internal ticket management system across two six‑month periods before and after AI implementation. The analysis combines longitudinal comparison of ticket volume, temporal latency modeling using Total Resolution Latency (TRL) and Lost Day Share of TRL, and interaction analysis using factorial ANOVA to assess the moderating role of ownership structure.
The results show that AI chatbot deployment is associated with reduced manual workload and lower asynchronous coordination delay. However, these improvements are not uniform. While average coordination costs are similar across ownership models, hierarchical structures exhibit greater variability and higher exposure to extreme delays. Direct ownership models derive greater operational benefit from AI by converting structured diagnostic input into faster resolution.
The study concludes that AI is not a universally effective intervention; its operational value is contingent upon alignment with ownership architecture and coordination pathways, with implications for healthcare ITSM design and global support strategy.
DEVELOPMENT OF A MODEL FOR MARKET ENTRY DECISIONS AND REALLOCATION STRATEGY: A CONSULTING PROJECT FOR IT SERVICE FIRMS
(Manuscript, 2026-05) Diachkova, Mariia
International delivery-center decisions are becoming more complex for IT service firms serving clients in the European Union and North America. Beyond labor cost and talent availability, firms must assess whether they are internally ready to expand, which locations best fit their delivery model, and how digital governance conditions affect operational efficiency and regulatory risk. This study addresses this challenge by developing a practical three-gate framework for international delivery-center expansion and reallocation.
The framework combines firm-level readiness assessment, comparative country evaluation, and a digital governance filter calibrated to the firm's regulatory exposure. The framework is developed and illustratively assessed using publicly disclosed annual report data from four multinational IT service firms (EPAM Systems, Infosys, Capgemini, and Globant) selected as delivery-model archetypes for 2020–2025, together with a seven country dataset covering Denmark, Estonia, Poland, Ukraine, Brazil, India, and Uzbekistan for 2020–2024. These firms and countries are used as illustrative analytical cases rather than statistically generalizable samples.
The study finds that delivery-center decisions can be structured as a sequential signal-based protocol using public data and clear stopping rules. It shows that digital governance operates as a dual-channel signal: it both reduces administrative friction for foreign firms and increases compliance complexity for those with high EU client exposure. Signal convergence across firms helps distinguish market-wide shocks from firm-specific operational issues. When applied prospectively to the sample firms, the framework produces outputs broadly consistent with observed decisions while identifying clear scope boundaries. The project contributes a structured, managerially applicable decision tool and extends the international business discussion of digital governance by showing that it should be assessed not as a generic country advantage, but as a firm-conditioned factor shaped by client geography, regulatory exposure, and delivery model.
VERTICAL INTEGRATION AND BRAND DIFFERENTIATION: A STRATEGIC FRAMEWORK FOR PRIVATE LABEL OF ELECTRIC BLANKETS IN OMNICHANNEL RETAIL
(Manuscript, 2026-05) Shevchenko, Anastasiia
Capstone investigates the strategic development of a vertically integrated Private Label (PL) within the Ukrainian electro-textile category, focusing on brand differentiation and omnichannel efficiency. The purpose of this study is to formulate a resilient market-entry framework that leverages localized agility to bypass the “commoditization trap” among global horizontal competitors. The relevance of the chosen topic is underscored by the structural volatility of the Individual Heating Electronics, especially Electric Blankets, which catalyzed a shift from a concentrated monopolistic baseline toward a highly competitive and multi-polar market. This transition created a distinctive “supply-side vacuum” for specialized heating solutions that prioritize verified technical reliability over traditional brand heritage.
To ensure both strategic depth and statistical foundation, the study employs a mixed-methods approach. In order to create a data-driven hierarchy of technical requirements, a primary consumer survey and a longitudinal analysis of market share evolution over 2021 - 2025 fiscal cycles carried out, as quantitative analysis. SWOT and Ansoff Matrix are two examples of strategic analytical frameworks that used in qualitative analysis to assess the competitive environment and create a customized business plan, as a part for Differentiation strategy.
The primary contribution of this work is to design a Private Label Implementation Plan. This framework integrates vertical sourcing with business model innovations, including installment-based ownership programs and seasonal risk-mitigation trials. This strategic approach provides a scalable model for establishing the Private Label as a “trust bridge” between high-priced legacy manufacturers and low-quality generic disruptors, facilitating a sustainable rise to a leading market position.
MANAGERIAL STRATEGIES FOR PRODUCT PORTFOLIO REBALANCING IN TURBULENT ENVIRONMENTS: AN ECONOMETRIC ANALYSIS OF THE UKRAINIAN HOME APPLIANCE MARKET
(Manuscript, 2026-05) Borodko, Viktoriia
This research investigates the strategic adaptation of product portfolios by managers within the Ukrainian home appliance retail sector amidst extreme macroeconomic turbulence. The study addresses two primary research questions: first, how price segments are rebalanced during structural economic shifts, and second, what organizational capabilities define managerial response speed and operational agility. Utilizing a comprehensive longitudinal dataset of 97 months of transactional data integrated with National Bank of Ukraine indicators, the study employs a rigorous mixed econometric methodology.
This includes the Chow Test for structural break detection, Income Elasticity analysis and Lag Correlation for agility auditing.
The findings mathematically confirm a significant structural break in 2022, resulting in a tripled demand sensitivity to currency fluctuations. The study concludes that navigating high-velocity emerging markets requires a transition from intuitive heuristics to algorithmic management and flexible supply agreements. The research provides a strategic roadmap through 2026, advising a pivot toward value added mid-range products as the market stabilizes. These findings offer a methodological foundation for ensuring long-term retail sustainability during periods of systemic economic recovery.
AI ADOPTION AND THE AUTONOMY-AUTHORITY GAP: EVIDENCE FROM A UKRAINIAN MARKETING FIRM
(Manuscript, 2026-05) Kosenko, Mykola
I would like to express my sincere gratitude to the American University Kyiv, the School of Management for providing an inspiring academic environment and the opportunity to pursue my studies under challenging circumstances.
I am especially thankful for the opportunity to continue my education while serving in the Armed Forces of Ukraine. This support has been invaluable and reflects the importance of accessible education for active-duty service members and veterans.
I am grateful to the faculty for their guidance, professionalism, and commitment to academic excellence, which contributed significantly to my personal and professional growth.
Finally, I would like to acknowledge the broader importance of supporting veterans’ education and development, as it plays a critical role in both individual growth and the future recovery and advancement of Ukraine. This experience has reinforced my belief in the value of continuous learning,
resilience, and responsible leadership in times of uncertainty.