A customer-dominant logic of service

Kristina Heinonen; Tore Strandvik; Karl-Jacob Mickelsson; Bo Edvardsson; Erik Sundstrom; Per Andersson

doi:10.1108/09564231011066088

A customer-dominant logic of service

Kristina Heinonen, Tore Strandvik, Karl-Jacob Mickelsson, Bo Edvardsson, Erik Sundstrom, Per Andersson

Research output: Contribution to journal › Article › Scientific › peer-review

505 Citations (Scopus)

Original language	English
Peer-reviewed scientific journal	Journal of Service Management
Volume	21
Issue number	4
Pages (from-to)	531-548
Number of pages	18
ISSN	1757-5818
DOIs	https://doi.org/10.1108/09564231011066088
Publication status	Published - 2010
MoE publication type	A1 Journal article - refereed

Keywords

Services
Customers
Customer relations
Consumer behaviour
Logic
CONSUMER PERCEPTIONS
EXPERIENCE
QUALITY
EMOTIONS
CREATION
LOYALTY
MODEL
MOOD
KOTA2010

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

10.1108/09564231011066088

This is a document for testing the connection between HARIS and DHankenSubmitted manuscript, 61.3 KB

http://dx.doi.org/10.1108/09564231011066088

OpenUrl availability

Full text

Cite this

@article{6f7c5ebff0cc45d9baca478085b4c671,

title = "A customer-dominant logic of service",

keywords = "Services, Customers, Customer relations, Consumer behaviour, Logic, CONSUMER PERCEPTIONS, EXPERIENCE, QUALITY, EMOTIONS, CREATION, LOYALTY, MODEL, MOOD, KOTA2010",

author = "Kristina Heinonen and Tore Strandvik and Karl-Jacob Mickelsson and Bo Edvardsson and Erik Sundstrom and Per Andersson",

year = "2010",

doi = "10.1108/09564231011066088",

language = "English",

volume = "21",

pages = "531--548",

journal = "Journal of Service Management",

issn = "1757-5818",

publisher = "Emerald Group Publishing",

number = "4",

}

TY - JOUR

T1 - A customer-dominant logic of service

AU - Heinonen, Kristina

AU - Strandvik, Tore

AU - Mickelsson, Karl-Jacob

AU - Edvardsson, Bo

AU - Sundstrom, Erik

AU - Andersson, Per

PY - 2010

Y1 - 2010

KW - Services

KW - Customers

KW - Customer relations

KW - Consumer behaviour

KW - Logic

KW - CONSUMER PERCEPTIONS

KW - EXPERIENCE

KW - QUALITY

KW - EMOTIONS

KW - CREATION

KW - LOYALTY

KW - MODEL

KW - MOOD

KW - KOTA2010

U2 - 10.1108/09564231011066088

DO - 10.1108/09564231011066088

M3 - Article

SN - 1757-5818

VL - 21

SP - 531

EP - 548

JO - Journal of Service Management

JF - Journal of Service Management

IS - 4

ER -