In consumer experiences, the consumption of activities may impact the evaluation of future ones, either positively (due to assimilation) or negatively (due to contrast). How salient are these intertemporal spillovers and what are their implications for service experience design? To answer these...

Although pooling queues offers in principle many operational benefits, these may not always be achieved in practice. One reason, observed in the empirical study by Song et al. (2015), relates to customer ownership. In this paper, we formalize these empirical observations by developing a...