This document summarizes a presentation on consumer value perspectives in a circular economy. It discusses how circular economy-based services can create value for consumers by keeping materials in use for longer. The presentation examines research questions about how customer value is perceived in a circular economy and how the value concept can be better utilized in circular service development. It then outlines findings from a consumer workshop where participants discussed renting versus owning products and their willingness to engage with different circular service models involving renting furniture, appliances and clothing. The presentation concludes that while circular services provide benefits, consumers still prefer ownership and that shifting mindsets will require adding personalization and a feeling of co-creation to circular models.
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Customer Value in a Circular Economy
1. 129.5.2017
Maria Antikainen
Consumer service innovation in a circular
economy – the customer value perspective
Maria Antikainen, VTT
Minna Lammi, University of Helsinki
Taru Hakanen, VTT
ICSERV2016, Tokio, 2016
@AarreResearch
2. 229.5.2017
Maria Antikainen
Circular economy transforms business
Technology as an enabler and
accelerator
Introduction RQ Literature
Method &
Results
Conclusions
The circular economy (CE) is
based on:
• Zero waste
• Keeping materials in use for as
long as possible
• Preserving or even upgrading
value by creating added value
through services and smart
solutions
3. 329.5.2017
Maria Antikainen
RQs & method
RQ: How do CE-based services create value for
consumers?
We need to..
§ increase our understanding of the way customer
value is perceived by consumers in the CE
§ understand the ways in which the value concept
can be better utilized when developing CE-based
services.
Introduction RQ Literature
Method &
Results
Conclusions
4. 429.5.2017
Maria Antikainen
Consumers in CE
§ It is easier to gain acceptance of a new
practice when it closely resembles other
practices that are already common. (see
e.g. Mylan, 2015)
§ In order to offer superior value, services
have to be easy-to-use, time saving, low-
risk and cost-effective (Antikainen et al.
2015; Lammi et al. 2011; Mylan 2015)
§ Some factors in consumer value creation
more linked to temporal issues, some are
more permanent (Antikainen and Lammi
2016)
§ The relationship with the product has an
influence on how attractive they perceive
owning vs. renting or leasing (Antikainen and
Lammi 2016).
Introduction RQ Literature
Method &
Results
Conclusions
5. 529.5.2017
Maria Antikainen
Customer value
Benefits
• Service
quality
• Strategic
benefits
• Economic
benefits
• Practical
benefits
• Personal
benefits
• Emotional
benefits
Sacrifices
• Monetary
sacrifices
• Non-
monetary
sacrifices e.g.
time effort,
perceived risk
Customer value
in CE
Customer value: a trade-off
between benefits and
sacrifices that customers
perceive when they purchase
and use a service (Eggert and
Ulaga 2002; Lindgreen and
Wynstra 2005; Ravald and
Grönroos 1996)
Customers’ roles in value co-
creation are central (Vargo
and Lusch 2004).
Introduction RQ Literature
Method &
Results
Conclusions
6. 629.5.2017
Maria Antikainen
Consumer workshop
§ In Helsinki, February 2016
§ 42 consumers- five groups facilitated by a
researcher.
§ All discussions took between 2.5 and 3 hours
and were recorded.
§ The discussions were in Finnish.
§ Themes: recycling, lending, renting, sharing
secondary use of products, relationship with
products
§ Three scenarios..
Introduction RQ Literature
Method &
Results
Conclusions
7. 729.5.2017
Maria Antikainen
Scenario 1: Would you be interested in renting a couch if...
§ There would also be a warranty (for example if the couch was
dirty)
§ You could also change your couch to a new one after 5 years
Introduction RQ Literature
Method &
Results
Conclusions
8. 829.5.2017
Maria Antikainen
Scenario 2: Would you be interested in renting a washing machine
if...
§ It could send information about its condition to the service provider in
order to receive maintenance before breaking down?
§ Detergent could be also included in the same service package, and
you could pay based on clothes washed
§ You could also get advice on more efficient usage of the washing
machine (for example, detergent dosage) to your email or mobile
phone
Introduction RQ Literature
Method &
Results
Conclusions
9. 929.5.2017
Maria Antikainen
Scenario 3: Would you be interested in renting clothes if...
§ You could change your wardrobe based on the seasons
§ You could get everyday clothes, not just clothes for special occasions
Introduction RQ Literature
Method &
Results
Conclusions
10. 1029.5.2017
Maria Antikainen
Customer value in CE-
Value of three circular
service models
Benefits
Practical
• Quality of the product
• Immediate repairing
• Increased
performance
• Flexibility
• Additional services
Economic
• Lower risks
Personal
• Variability
Sacrifices
Psychological sacrifices
• Feeling not so
comfortable
• Different payment
model
• Privacy
Economic sacrifices
• Higher price
“All layers of life relate to
all furniture. And I think
that it would be terrible (to
hire a couch), I don’t think
that I would sit on a hired
sofa. I would just keep it in
a corner.”
Let’s say that you can
make a mistake when
you buy something,
so hiring would be a
good idea because
you can try it a week,
two weeks..
Introduction RQ Literature
Method &
Results
Conclusions
11. 1129.5.2017
Maria Antikainen
Conclusions
§ The balance between the economic benefits and sacrifices is
crucial.
§ Owning still preferred - change in mindset needed
§ Regarding some products, personal and emotional benefits tend to
override other factors.
§ Adding personalisation and a feeling of co-creation needed
§ Small steps towards services
Introduction RQ Literature
Method &
Results
Conclusions