Issue 23, 2016

ISSN 2415-3206 (Print)

Management, 2016, 23: 35–40

URI http://en.menagement.knutd.edu.ua/35-40-23-2016

JEL Classification: D220

UDC 656.078

O. MORGULETS, O. KHOMENKO

Kyiv National University of Technologies and Design

MODERN CONCEPT OF SERVICE MANAGEMENT

Language: English

Abstract. The article deals with the essence of customer focus as a new approach to company service management that caused a shift in the service management paradigm. The scientific novelty is the author’s definition of «client-oriented» in the context of the service management modern concept. The practical value is presented by generated advantages of client-oriented approach implementation into company service management, conditions and primary actions of the transfer to the new management model.

Keywords: customer-oriented, customer, needs, customer value, loyalty, customer experience, service management.

References

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Reference to this article:

Morgulets, O., Khomenko, O. (2016). Modern concept of service management. Management, 23: 35–40