Define Who You Serve and What You Promise

Arto Lindblom (), Matti Kautto and Lasse Mitronen ()
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Arto Lindblom: Aalto University, School of Business
Lasse Mitronen: Tampere University, Faculty of Management and Business

Chapter 8 in Omnichannel Retail, 2026, pp 75-92 from Springer

Abstract: Abstract This chapter focuses on the service concept as the core of the business model. It defines the key questions for shaping the concept, explains how it drives customer experience, and shows why its quality is critical for long-term success.

Date: 2026
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DOI: 10.1007/978-3-032-09745-3_8

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