Purpose: The purpose of this study is to introduce concepts for understanding and managing short- and long-term development of customer satisfaction related to service quality. Design/methodology/approach: This study is based on empirical qualitative research in professional...

Purpose: The purpose of this study is to develop a service logic oriented framework for business model development. “Service logic” covers the basic principles of the three contemporary customer value focused business logics: service-dominant logic, service logic and customer-dominant...