This chapter highlights the importance of considering affect-based customer evaluations of services specifically influenced by the sequence of moments or episodes within a service experience. Research from the behavioral sciences has offered many insights that shed light on how customers...

Given the rapid increase of web-based sales despite the collapse of many dot-com firms, e-services (both online-only & hybrid "clicks & mortar" firms) are faced with a difficult challenge: what value-added features should they offer to effectively gain market share & profits while realistically...

Eco-certifications of services, which are voluntary environmental programs certifying sustainable features related to customer experience, are an area of emerging interest to operations management. Yet there is little consensus on how eco-certifications may influence customer experience and...