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Revealing customer dominant logic in healthcare services

Author

Listed:
  • Kaisa Seppänen
  • Janne Huiskonen
  • Jouni Koivuniemi
  • Henri Karppinen

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.

Suggested Citation

  • Kaisa Seppänen & Janne Huiskonen & Jouni Koivuniemi & Henri Karppinen, 2017. "Revealing customer dominant logic in healthcare services," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 26(1), pages 1-17.
    • Handle: RePEc:ids:ijsoma:v:26:y:2017:i:1:p:1-17
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