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Consumer value journey with pet in multiple service touchpoints
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Contributor(s):: Jaakko Autio, Ari Kuismin, Minna Autio, Henna Syrjälä, Eliisa Kylkilahti
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...