| This is a summary of the author’s PhD Thesis, supervised by Professor Bo Enquist, and defended on April 28, 2010 at Service Research Centre -CTF- of the Karlstad University. This thesis examines how social responsibility and customers’ value-creation influence the overall service quality of companies in developing a sustainable service business. It finds its stimulation from the research in sustainable development – corporate social responsibility (CSR), service research and quality management. The thesis amalgamates sustainability thinking and the service dominant logic. Adding Service- Dominant Logic (S-D logic) and Value creation have expanded the values based approach of corporate social responsibility. Adding CSR to S-D logic and value co-creation have expanded the management thinking and have a capacity to inspire the prevailing Business practice and service quality (SQ) improvement. This thesis is a compilation of five different papers that follow an interpretative case study approach. |