Work

Consumer value journey with pet in multiple service touchpoints

Year: 2014

Type: conference-paper

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.

Source: Työväentutkimus Vuosikirja

Authors: Jaakko Autio, Ari Kuismin, Minna Autio, Henna Syrjälä, Eliisa Kylkilahti

Language: English

Topic: Service and Product Innovation

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W2599443982

FWCI:

Cites: 56

Cited by: 1

Related to: 10