Digital Customer Journey as a Quality Management and Managerial Decision-Support Instrument in Digitally Transformed Medical Laboratory Services

National University of Science and Technology POLITEHNICA Bucharest, Bucharest, Romania, Doctoral School of Industrial Engineering and Robotics, Bucharest, Romania

Ștefan Constantin PETRICEANU

constantin.petriceanu@upb.ro

National University of Science and Technology POLITEHNICA Bucharest, Bucharest, Romania

Augustin SEMENESCU

augustin.semenescu@upb.ro

National University of Science and Technology POLITEHNICA Bucharest, Bucharest, Romania

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DOI: https://doi.org/10.2478/picbe-2026-0156 | Journal eISSN: 2558-9652

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Language: English

Page range: 2076 - 2084

Published on: Jul 21, 2026

Published by: Bucharest University of Economic Studies

In partnership with: Paradigm Publishing Services

Publication frequency: 1 issue per year

Keywords:

medical laboratory services,

digital customer journey,

business digitalization,

service quality management,

managerial decision-making,

the transparency of the process,

business digitalization

Related subjects:

Business and economics,

Political economics,

Political economics, other,

Business management,

Business management, other,

Industrial chemistry,

Energy harvesting and conversion

© 2026 Marina ȚENU, Ștefan Constantin PETRICEANU, Augustin SEMENESCU, published by Bucharest University of Economic Studies
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.

Volume 20 (2026): Issue 1 (July 2026)