Leveraging social network sites is high on the list of priorities for a lot of businesses that are eager to find more effective ways to reach, learn about and engage customers in new product development (NPD). However, the rapidly changing landscape of social network sites can be difficult to...

This chapter explores the relationship between emotional design and customer experience. It begins with an introduction to the concept of emotional design, comprising behavioral, visceral, and reflective elements. Next, the nature of service experiences is examined, leading to a framework that...