With the increasing interest in the customers' role in service processes and value creation, there is a need to explore customer dominant logic in real service settings. This study focuses on the appearance and characteristics of customer dominant logic through a case study conducted in a healthcare service organisation. The main findings of the study concern how customer dominant logic appears in certain situations, when the service provider utilises information about a customer's life and

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... ystem. The study results provide a rich contribution towards a deeper understanding of customer dominant logic in services. Practical suggestions are offered to service managers to make their services more customer-centric. Biographical notes: Kaisa Seppänen holds a Master of Science in Technology at the Lappeenranta University of Technology. She is a PhD student at Lappeenranta University of Technology. Her educational background is also from Lappeenranta University of Technology, where she studied chemistry and process development as the main subject. Today, as a PhD student, her personal research interest and focus of dissertation is in customer-service process interfaces and service process design in the healthcare context. K. Seppänen et al. Janne Huiskonen works as a Professor of Supply Chain and Operations Management at the Lappeenranta University of Technology, Finland. His research areas of interest include supply chain management, service process development, and spare parts management. He has published several articles in the International Journal of Production Economics. Jouni Koivuniemi is an Associate Professor of Service Processes and Networks of the School of Business and Management at the Lappeenranta University of Technology, Finland. His research interests focus on service networks, service and sustainable business models, and early phases of new business development. He has a 15-year experience in leading and expert positions on interdisciplinary and international research on these areas within public services and various industrial sectors. He has over 40 publications in international journals and conferences. Henri Karppinen currently works as a Research Manager at the Saimaa University of Applied Sciences, Lappeenranta, Finland. As a Research Manager, he focuses on research and development projects related to internationalisation of service business industry and digitalisation of customer-driven services. His personal research interest and focus is in digitalised personal healthcare, including cross-platform and application information processes and customer-driven health information sharing and delivery.