Abstract
The emancipation of customers has raised an interest into how service
providers can involve customers in their processes. In contrast, we
argue that the key challenge for companies will become how they can
get involved in customers’ processes and that represents an unexplored
area open for academic research. Our paper is conceptual with empirical
illustrations and builds on a Customer Dominant business Logic approach.
It presents a model of how the customer’s logic is grounded in customers’
rather stable interest structure and perception of service providers and
how this forms different styles of using service and interacting with service
providers.
providers can involve customers in their processes. In contrast, we
argue that the key challenge for companies will become how they can
get involved in customers’ processes and that represents an unexplored
area open for academic research. Our paper is conceptual with empirical
illustrations and builds on a Customer Dominant business Logic approach.
It presents a model of how the customer’s logic is grounded in customers’
rather stable interest structure and perception of service providers and
how this forms different styles of using service and interacting with service
providers.
Original language | English |
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Title of host publication | QUIS 13: Service Excellence in Management : Proceedings of the QUIS13 International Research Symposium on Service Excellence in Management, June 10-13 2013, Karlstad Sweden |
Editors | Erik Wästlund, Bo Edvardsson, Anders Gustafsson, Mary Jo Bitner, Rohit Verma |
Number of pages | 8 |
Publisher | CTF - Service Research Center, Karlstad University |
Publication date | 2013 |
Pages | 250-257 |
ISBN (Electronic) | 978-91-7063-506-9 |
Publication status | Published - 2013 |
MoE publication type | A4 Article in conference proceedings |
Event | 2013 International Research Symposium on Service Excellence in Management (QUIS) - Karlstad, Karlstad, Sweden Duration: 10.06.2013 → 13.06.2013 Conference number: 13 |
Keywords
- 512 Business and Management
- Equis Base Room