Customer‐oriented thinking within the Finnish Lutheran Church

This study analyses what preconditions are necessary for customer orientation within the church, and to what extent these preconditions are in place in the case of the Finnish Lutheran Church. A proper intelligence base and organisational preconditions are needed. Within the Church, there is mostly a positive attitude towards customer orientation but defects exist, for example in the intelligence base system, the coordination of congregational operations, and in cooperation with laymen. Copyright © 2000 Henry Stewart Publications.