Pässilä, Anne; Oikarinen, Tuija; Parjanen, Satu; … - In: Baltic Journal of Management 8 (2013) 2, pp. 166-182
Purpose – The purpose of this paper is to explore a possible way for service providers to learn from their customers' experiences and bridge gaps between their and their customers' perspectives. The research question is as follows: how can users' experiences be transformed through...