Browsing by Subject "saavutettavuus"

The growing service needs of customers in the wood product industry are driving companies to review and develop their own service portfolio. Improving service development processes, collecting feedback and involving customers in service development work supports service development and the identification of new potential services. This paper provides companies in the wood product industry with ways to improve the service development process in all stages of the service life cycle and helps identify potential new services. An interview survey was conducted to compose customers and company representatives’ views on the current state and importance of service accessibility and awareness. This paper also explores effective feedback and general willingness to participate in service co-development projects. In addition to a service life cycle model, this study presents a process model for the development of new services, which contributes to better service development. A model for the development of existing services is also presented, providing examples of different service development paths. In the interviews, the level of accessibility and awareness was surprisingly higher among customers. Customers also perceived the current services to be better than representatives of the target company did. Both groups of interviewees agreed on the importance of feedback and believed, that direct feedback between customers and the company without separate feedback channels is the best way to give and receive feedback. There was disagreement about joint service development projects, as the usefulness of them for customers was questioned by the representatives of the target company. However, most of the customers were interested in participating in a co-development project if it is proved to be beneficial to both the company and the customer.