Revealing customer dominant logic in healthcare services
by Kaisa Seppänen; Janne Huiskonen; Jouni Koivuniemi; Henri Karppinen
International Journal of Services and Operations Management (IJSOM), Vol. 26, No. 1, 2017

Abstract: With the increasing interest in the customers' role in service processes and value creation, there is a need to explore customer dominant logic in real service settings. This study focuses on the appearance and characteristics of customer dominant logic through a case study conducted in a healthcare service organisation. The main findings of the study concern how customer dominant logic appears in certain situations, when the service provider utilises information about a customer's life and ecosystem. The study results provide a rich contribution towards a deeper understanding of customer dominant logic in services. Practical suggestions are offered to service managers to make their services more customer-centric.

Online publication date: Fri, 02-Dec-2016

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