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2014 (published: 16.03.2014)
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UDC 338.24.01; 338.46; 316.752
Service Management and a Set of Values
Dmitrenko N. A.
Needs and values are investigated diligently in many modern studies of service management. However, the relationship between values and needs and its influence on service activity have not been studied in detail.
Values and needs are different but closely interconnected personality traits. There exist the following regularities in their interaction: needs are formed on the basis of values; needs are thought to be reasonable or unreasonable according to value understanding; the priority of need satisfaction, their importance rating are defined in compliance with a set of values; ways of need satisfaction coincides with a set of values; purposeful need forming and changing activity takes into consideration consumers’ values. Studying the interconnection between consumers and their set of values gives an opportunity to develop some technologies increasing the efficiency in service management. For service management the analysis of clients’ behavior along the continuum ‘values – needs – demand – service’ is an effective method of studying and predicting consumers’ actions when achieving specific aims of service developing and promoting.
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service, service management, needs, values, a set of values.
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