| | | | PROBLEMS OF MODERN ECONOMICS, N 1 (73), 2020 | | | | ECONOMICS AND MANAGEMENT IN THE SPHERE OF SERVICES | | | Makarov V. V.
Head of the Chair of Economics and Management in Information Communications, M.A. Bonch-Bruevich St. Petersburg State University of Telecommunications, PhD (Economics), Professor, Honored Scholar of the Russian Federation
Starkova T. N.
Senior Lecturer, Chair of Economics and Management in Information Communications, M.A. Bonch-Bruevich St. Petersburg State University of Telecommunications
Ustrikov N. K.
MA student, Chair of Economics and Management in Information Communications, M.A. Bonch-Bruevich St. Petersburg State University of Telecommunications
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| | | Present-day improvement of service management aims at decreasing the co-efficient of client outflow and augmenting the enterprise’s competitiveness. Various innovative approaches in the process of service management acquire ever higher importance; among those approaches are the use of clients’ opinion to increase the consumer value of a particular service, more effective methods to evaluate quality of the services, application of the “life-cycle” model with regards to clients. The article offers a combined method of developing the quality function for clients with different life-cycle. | | Key words: consumer cost of a service, developing of the quality function, indices of the quality of services, client’s life cycle, competitiveness of a service, ecosystems of the digital economy | | Pages: 152 - 157 |
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