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Consumer value journey with pet in multiple service touchpoints

By Jaakko Autio, Ari Kuismin, Minna Autio, Henna Syrjälä, Eliisa Kylkilahti

Category Conference Papers
Abstract

Our paper explores how consumer value is negotiated in pet-related services. We combine the discussion on value with the standpoint of service design; the approaches of consumer journey and service touchpoints. The contribution lies in discussing how consumer value is experienced in pet-related services through and by the pet, not only within dyadic interaction between consumer and service provider. We argue that applying a consumer value journey gives a comprehensive understanding of experienced value in several touchpoints with multiple service providers.

Submitter

Mason N McLary

HABRI Central

Date 2014
Pages 11
Publisher University of Helsinki
Location of Publication Helsinki, Finland
Conference Title XXIV Annual RESER Conference
URL http://hdl.handle.net/10138/153193
Language English
Tags
  1. Animal roles
  2. Animals in culture
  3. Animal welfare
  4. consumer value
  5. Health
  6. Pet ownership
  7. Pets and companion animals
  8. service design
  9. service touchpoints
  10. Social Environments
  11. trade