This paper extends current discussions about value creation and proposes a customer dominant value perspective. A customer-dominant marketing logic positions the customer in the center, rather than the service provider/producer or the interaction or the system. The focus is shifted from the...

Customer oriented relationship marketing requires continuous and comprehensive identification and analysis of customer expectations, their translation into delivery of the products and services, and conduct of interaction with customers, in order to develop and maintain long term and...

Customer oriented relationship marketing requires continuous and comprehensive identification and analysis of customer expectations, their translation into delivery of the products and services, and conduct of interaction with customers, in order to develop and maintain long term and...

The purpose of this article is to acquire in-depth knowledge of how customers use multichannel financial services. In line with the service dominant logic research stream and using a phenomenological framework, we analyse the perceived value of customers in the context of each type of service....

The underpinning logic of value co-creation in service logic is analysed. It is observed that three of the ten foundational premises of the so-called service-dominant logic are problematic and do not support an understanding of value-co-creation and creation that is meaningful for theoretical...

The aim of this study is to expand understanding of satisfying service encounters. In particular, this research study will investigate both parties of the service encounter (customers and frontline employees). A dyadic approach will help to identify whether customer expectations differ from what...

The purpose of the paper is to propose a set of research perspectives for therelationship marketing theory. A comprehensive literature review is undertaken which entails threedifferent understandings of relationship marketing. First, relationship marketing is considered as amarketing strategy...