Revealing customer dominant logic in healthcare services

Kaisa Seppänen, Janne Huiskonen, Jouni Koivuniemi and Henri Karppinen

International Journal of Services and Operations Management, 2017, vol. 26, issue 1, 1-17

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. (search for similar items in EconPapers)
Date: 2017
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