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This paper aims to introduce the experience-dominant (Ex-D) logic model, which synthesizes the creation, perceptions and outcomes of Ex-D logic. It is designed to offer valuable insights for strategic managerial applications and future research directions.

Employing a qualitative approach by using eight selected product launch events from reviewed 100 event videos and 55 in-depth interviews with industrial managers to develop an Ex-D logic model, and data were coded and analysed via NVivo.

Results show that the firm’s Ex-D logic is operationalized as the mentalizing of the three types of customer needs (service competence, hedonic excitations and meaning making), the materializing of three types of customer experiences and customer journeys (service experience, hedonic experience and brand experience) and the moderating of three types of customer values (service values, hedonic values and brand values).

This study has implications for adding new insights into existing theory on dominant logic and customer experience management and also offers actionable recommendations for managerial applications.

This study sheds light on the importance of Ex-D logic from a strategic point of view and provides an organic view of the firm. It distinguishes firm perspective from customer perspective, firm experience from customer experience and firm journey from consumer journey.

This study aims to uncover the mechanisms behind the marginalization of county-level public libraries.

The research surveyed 25 counties in central China, including Hubei, Chongqing, Hunan, and Guizhou provinces. Semi-structured interviews were conducted with library directors and deputy directors, focusing on main and branch library construction, cultural inclusivity, library assessment, and digital services.

Contributing factors to library marginalization were identified as economic pressure, institutional domain, longstanding issues, organizational entity, and societal misconceptions. Building on this, the study introduces the HBAC model to explain county-level public library marginalization. Considering the actual social context of these libraries, the article proposes a “3 + 1” approach to mitigate their marginalization.

The research methodology, analysis process, theoretical model, and recommendations provided could shed light on academic research and practical exploration in the field of public libraries globally.