Tabaei Aghdaei, Zahra; McColl-Kennedy, Janet R.; Coote, … - In: Journal of Service Management 32 (2021) 5, pp. 673-701
Purpose: The purpose of this paper is to: (1) better understand the structure (hierarchy) of customer goals providing conceptual clarity; and (2) propose a hierarchy of customer goals conceptual framework that explicates how healthcare customer goals are linked to drivers and outcomes, thus...