Past research has provided evidence that customers' affective responses to service packages, or bundles, include aspects related to the content of the bundle and the timing of bundle elements, or events. Service design efforts that attempt to maximize these affective responses may be inhibited...

Purpose: The purpose of this paper is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by the Journal of Service Management (JOSM) Service Operations Expert Research Panel. By offering a good number...

Purpose: The purpose of this paper is to identify research themes in service operations that have great potential for exciting and innovative conceptual and empirical work. To frame these research themes, the paper provides a systematic literature review of operations articles published in the...

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...