A customer-dominant logic of service

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

Research output: Contribution to journalArticleScientificpeer-review

306 Citations (Scopus)
Original languageEnglish
Peer-reviewed scientific journalJournal of Service Management
Volume21
Issue number4
Pages (from-to)531-548
Number of pages18
ISSN1757-5818
DOIs
Publication statusPublished - 2010
MoE publication typeA1 Journal article - refereed

Keywords

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

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