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Triadic relationships in the context of services for animal companions

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  • Rötzmeier-Keuper, Julia
  • Hendricks (née Lerch), Jennifer
  • Wünderlich, Nancy V.
  • Schmitz, Gertrud

Abstract

Triadic service relationships comprise complex relationships in which not only the customer and provider are involved as partners but also other individuals with caregiving relationships with the customer. A triadic constellation may arise in the context of services for animal companions, for example, when veterinarians provide counsel and treatment to the animal companion and its owner. Through interviews with both owners of animal companions and providers of services for animal companions, this study explores typical constellations and characteristics of the three relationships in this service triad. In line with balance theory, the results show that four distinct types of triadic relationships exist in services for animal companions: the harmonious, the dysfunctional, the challenging, and the doubtful triad. The study highlights the potential conflicts and dynamics in the triads to advise providers on how to address customers depending on the types of triads to which they belong.

Suggested Citation

  • Rötzmeier-Keuper, Julia & Hendricks (née Lerch), Jennifer & Wünderlich, Nancy V. & Schmitz, Gertrud, 2018. "Triadic relationships in the context of services for animal companions," Journal of Business Research, Elsevier, vol. 85(C), pages 295-303.
    • Handle: RePEc:eee:jbrese:v:85:y:2018:i:c:p:295-303
    DOI: 10.1016/j.jbusres.2018.01.003
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