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Surprise, Anticipation, and Sequence Effects in the Design of Experiential Services

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  • Michael J. Dixon
  • Liana Victorino
  • Robert J. Kwortnik
  • Rohit Verma

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Suggested Citation

  • Michael J. Dixon & Liana Victorino & Robert J. Kwortnik & Rohit Verma, 2017. "Surprise, Anticipation, and Sequence Effects in the Design of Experiential Services," Production and Operations Management, Production and Operations Management Society, vol. 26(5), pages 945-960, May.
    • Handle: RePEc:bla:popmgt:v:26:y:2017:i:5:p:945-960
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    File URL: http://hdl.handle.net/10.1111/poms.12675
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    Cited by:

    1. Simone T. Peinkofer & Yao Henry Jin, 2023. "The impact of order fulfillment information disclosure on consequences of deceptive counterfeits," Production and Operations Management, Production and Operations Management Society, vol. 32(1), pages 237-260, January.
    2. Xunyi Wang & Meiling Jiang & Wencui Han & Liangfei Qiu, 2022. "Do Emotions Sell? The Impact of Emotional Expressions on Sales in the Space‐Sharing Economy," Production and Operations Management, Production and Operations Management Society, vol. 31(1), pages 65-82, January.
    3. Ioannis Bellos & Stylianos Kavadias, 2021. "Service Design for a Holistic Customer Experience: A Process Framework," Management Science, INFORMS, vol. 67(3), pages 1718-1736, March.
    4. Mann, Konstantin A., 2018. "Time preference and savoring – how to exploit the Loewenstein contradiction," MPRA Paper 84500, University Library of Munich, Germany.

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