Title: Revealing customer dominant logic in healthcare services

Authors: Kaisa Seppänen; Janne Huiskonen; Jouni Koivuniemi; Henri Karppinen

Addresses: Operations Management and Systems Engineering, School of Business and Management, Lappeenranta University of Technology, P.O. Box 20, FI-53851 Lappeenranta, Finland ' Operations Management and Systems Engineering, School of Business and Management, Lappeenranta University of Technology, P.O. Box 20, FI-53851 Lappeenranta, Finland ' Operations Management and Systems Engineering, School of Business and Management, Lappeenranta University of Technology, P.O. Box 20, FI-53851 Lappeenranta, Finland ' Business and Culture, Saimaa University of Applied Sciences, Skinnarilankatu 36, FI-53850 Lappeenranta, Finland

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.

Keywords: customer value; value creation; value co-creation; service dominant logic; customer dominant logic; provider dominant logic; customer-centric; healthcare services; service management.

DOI: 10.1504/IJSOM.2017.080675

International Journal of Services and Operations Management, 2017 Vol.26 No.1, pp.1 - 17

Received: 25 Apr 2015
Accepted: 12 Jun 2015
Published online: 02 Dec 2016 *

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