Verhoef, P.C.; Antonides, G.; Hoog, A.N. de - Erasmus Research Institute of Management (ERIM), ERIM … - 2002
In this paper the service process is considered as a sequence of events. Using theory from economics and psychology a model is formulated that explains how the utility of each event affects the overall evaluation of the service process. In this model we especially account for the peak-and-end...