What is it about?

The paper introduces an activitity-centric view on customers' use of service. This means that the use of service is understood in terms of reccurrent customer activities. These happen both within the services of providers, but also beyond, in the customers' own everyday lives. Both types together form the customers' value creating processes.

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Why is it important?

This paper presents an alternative to the interaction paradigm in service research. It shows through an empirical study how different types of customer activities relate to each other. Moreover, the focus on customer activity instead of e.g. practices makes for a simple and useful conceptual framework for analyzing how customers use service.

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This page is a summary of: Customer activity in service, Journal of Service Management, October 2013, Emerald, DOI: 10.1108/josm-04-2013-0095.
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