Uman NUH | today: 04/14/2024

Conceptual provisions of serviceology and service management

Author(s) Петренко Н. О., , ,
Kovalenko L. H., PhD in Economics, , Uman National University of Horticulture
Category Economics
year 2022 issue Issue number 100. Part 2
pages 238-249 index UDK 330.16:338.46
DOI 10.31395/2415-8240-2022-100-2-238-249 (Link)
Abstract The aim of the article is to expand the conceptual foundations of serviceology and study it as a science. In recent decades, there have been significant changes in consumer behavior. This fact is noted by representatives of various sciences - economists, sociologists, philosophers, marketers, etc., however, the creation of a modern theory of consumption is still a matter of the future. In the proposed article, an attempt is made to develop some postulates of this theory. The post-industrial stage of social development has put the issue of service at the center of public life. Service activity currently exists in various types of human activities. Obviously, the service sector requires a specific scientific approach to the study of its phenomena. This situation led to the emergence of a special type of service science, which is aimed at identifying human needs and developing methods for meeting these needs. The development of service as a science allows you to create a system of preventive service in response to the growing needs of a person. The development of the service develops in the direction of individual (overseas) orientation, and the needs of people become a key factor in the development of service activities. Customer manipulation was yesterday. A new customer-centered approach requires the ability to understand the problems behind the need for a product or service. The main task of the service company is to understand the wishes (needs) of customers and convince them that their requirements can be met. Service theory is the basis of a customer-oriented approach, and therefore today is a necessity and guarantee of the success of the service business. Therefore, we can say that the study of service science, which studies the needs of the service sector and finds the best way to meet them, should be part of the service management system, closely related to its main functions, especially the planning and organization of service activities. The use of the service method of the foundation will provide an opportunity to scientifically substantiate the development of plans and increase the likelihood of their implementation, thereby increasing the productivity of service activities. In addition, despite the novelty of this field of science, in the near future every service sector manager will need to know the basics of the service in order to ensure the efficiency and long-term development of the business.
Key words servicelogy, human model, needs, expectations, value attitudes, personal goals, concept, service
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