Risk management and service business development

Teuvo Uusitalo, Katariina Palomäki, Eija Kupi

    Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review


    Designing attractive and efficient service concepts is a prerequisite of business success. The development of business through service excellence is one way of surviving the competition while increasing service quality and the related customer loyalty. Managing risks is an essential part of service business management. Risks related to, e.g., quality of services, service cost-effectiveness, available resources for service development, and service contracts, need to be taken into account. The traditional emphasis in risk management has focused on protecting the system and its users from the failures in the system. When considering the performance of a system in its larger commercial and political environment, uncertainty may provide opportunities as well as threats. Therefore, it is important that risk management take into consideration both of these aspects of uncertainty. The key research question of this paper is how to develop new service business and at the same time take into account both threats and opportunities related to the new services.

    Original languageEnglish
    Title of host publicationVTT Symposium on Service Innovation
    PublisherVTT Technical Research Centre of Finland
    Number of pages10
    ISBN (Electronic)978-951-38-7607-4
    ISBN (Print)978-951-3876067
    Publication statusPublished - 1 Dec 2011
    MoE publication typeA4 Article in a conference publication
    EventVTT Symposium on Service Innovation - Espoo, Finland
    Duration: 18 Aug 201118 Aug 2011

    Publication series

    SeriesVTT Symposium


    ConferenceVTT Symposium on Service Innovation


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