Research about innovation management explores how the future is created—who is creating it (organizations, collaborations, etc.), for what aims (customer satisfaction, market performance, etc.), and with what broader effects (social, environmental, etc.). With this extended essay, we explore...

Customer experience (CE) often occurs as a temporal sequence of events that unfold over time. This research investigates the circumstances under which specific moments in the temporal sequence of a CE, such as the beginning or the end, have a disproportionate effect on customers' overall CE...