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Consumer value journey with pet in multiple service touchpoints

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

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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.


Mason N McLary

HABRI Central

Date 2014
Pages 11
Publisher University of Helsinki
Location of Publication Helsinki, Finland
Conference Title XXIV Annual RESER Conference
Language English
Cite this work

Researchers should cite this work as follows:

  1. Animal roles
  2. Animals in culture
  3. Animal welfare
  4. Consumers
  5. Health
  6. Pet ownership
  7. Pets and companion animals
  8. services
  9. Social Environments
  10. trade