...Henna M. Leino; Leila Hurmerinta; Birgitta Sandberg Purpose Secondary customers often experience secondary vulnerabilities that manifest in family-centred transformative services as other- and self-related customer needs. Yet, a relational perspective on primary and secondary customers’ needs...

.... They could be regarded as “secondary customers” – with patients regarded as “primary customers”. Granting family members customer status could enhance the inclusion of their needs in service design and development. Recognising their potential vulnerability could promote the development of methods to support...