Although the output-based, goods-centered paradigm is
compatible with deterministic models of moving things
through spatial dimensions (e.g., distribution of goods), it is
considerably less compatible with models of relationship. In
their role as distribution mechanisms for service provision
(FP3), goods may be instrumental in relationships, but they
are not parties to the relationship; inanimate items of
exchange cannot have relationships. Over the past 50 years,
marketing has been transitioning from a product and production
focus to a consumer focus and, more recently, from
a transaction focus to a relationship focus. The common
denominator of this customer-centric, relational focus is a
view of exchange that is driven by the individual consumer’s
perceived benefits from potential exchange partners’ offerings.
In general, consumers do not need goods. They need to
perform mental and physical activities for their own benefit,
to have others perform mental and physical activities for
them (Gummesson 1995; Kotler 1977), or to have goods that
assist them with these activities. In summary, they need services
that satisfy their needs