A customer‐dominant logic of service

Kristina Heinonen, Tore Strandvik, Karl‐Jacob Mickelsson, Bo Edvardsson, Erik Sundström, Per Andersson
  • Journal of Service Management, August 2010, Emerald
  • DOI: 10.1108/09564231011066088

To understand what service does, we need to assume the customer's perspective

Photo by Blake Wisz on Unsplash

Photo by Blake Wisz on Unsplash

What is it about?

The paper argues that current service research often assumes the provider's perspective on service. The paper introduces a "customer-dominant" logic for understanding service. This means assuming the customer's point of view to understand why a particular service is valuable for a customer.

Why is it important?

Companies need to understand what type logic their customers operate under, and how the service fits into the circumstances of the customer's life or business.

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The following have contributed to this page: Tore Strandvik and Dr. Jacob Mickelsson