According to IBM Systems Journal* the role of services category has increased dramatically to as much as 75% of gross production in some countries. This change has created challenges as well as opportunities for the whole service sector.

In order to succeed, service providers must have a profound understanding of customer needs and provide services that solve customers’ real problems. In this paper authors’ discuss about the legal as well as business aspects in providing successful, user-centric and customer-oriented services.

This paper introduces Finnair’s mCheck-in –service solution as a successfully commercialized service invention, which can serve both masses and particular users effectively.

“Successful businesses are based on customers’ needs. Technical features do not justify a transaction unless they provide solutions to a customer’s problems. A service innovation has to correspond to user needs and be technically feasible, legally and socially acceptable, and be accompanied by a business model” conclude the authors Pitkänen, Virtanen and Kemppinen.

Download and read the whole paper;

IBM Systems Journal research paper

Source: * IBM Systems Journal, Vol 47, No 1, 2008

Authors: Olli Pitkänen, Perttu Virtanen and Jukka Kemppinen from HIIT

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