THE IMPACT OF CONSUMERS ON THE DEVELOPMENT OF NEW SERVICES

Povilas Švogžlys

Abstract


In order to achieve the best results, many businesses in the service sector are seeking to understand the needs of consumers and involve them in the process of new services development as well. The formation of individualized consumer portrait allows business entities to get to know their target clients and identify their needs. Meanwhile, the management symbiosis is made by this involvement process and business entities have a perfect opportunity to improve their services according to suggestions and experiences of consumers. All companies, that allow their consumers to involve in the process of new services development, can create an enabling environment for the easier generation of ideas and testing of conceptual services. Such companies can be prepared for new services implementation in a more effective way as well. According to the opinions and theories of different authors, this article analyzes the impact of consumers on the process of new services development. In order to evaluate the object of the research more closely, the research was carried out from the perspective of the business subject also. In order to carry out the results of this research, the methods of comparative analysis and synthesis were used.

KEYWORDS: consumers, new service development, impact, involvement.

JEL CODES: L80, M11

DOI: http://dx.doi.org/10.15181/rfds.v31i2.2098


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