Surprise, Anticipation, and Sequence Effects in the Design of Experiential Services

Sequence effects in service bundles: Implications for service design and scheduling

(2013) Michael Dixon et al.   JOURNAL OF OPERATIONS MANAGEMENT

Self-Service Operations at Retail Stores: The Role of Inter-Customer Interactions

(2012) Mei Li et al.   PRODUCTION AND OPERATIONS MANAGEMENT

Script Usage in Standardized and Customized Service Encounters: Implications for Perceived Service Quality

(2012) Liana Victorino et al.   PRODUCTION AND OPERATIONS MANAGEMENT

Optimal Choice and Beliefs with Ex Ante Savoring and Ex Post Disappointment

(2010) Christian Gollier et al.   MANAGEMENT SCIENCE

A DYNAMIC PROCESS MODEL OF DISSATISFACTION FOR UNFAVORABLE, NON-ROUTINE SERVICE ENCOUNTERS

(2010) Sruran Dasu et al.   PRODUCTION AND OPERATIONS MANAGEMENT

INSIGHTS INTO SERVICE OPERATIONS MANAGEMENT: A RESEARCH AGENDA

(2010) ALEDA V. ROTH et al.   PRODUCTION AND OPERATIONS MANAGEMENT

Empirical Research Published in Production and Operations Management (1992-2005): Trends and Future Research Directions

(2010) Sushil Gupta et al.   PRODUCTION AND OPERATIONS MANAGEMENT

A Note on the Growth of Research in Service Operations Management

(2010) Jeffery S. Smith et al.   PRODUCTION AND OPERATIONS MANAGEMENT

Empirical Elephants—Why Multiple Methods are Essential to Quality Research in Operations and Supply Chain Management

(2008) K BOYER et al.   JOURNAL OF OPERATIONS MANAGEMENT

Experience, Service Operations Strategy, and Services as Destinations: Foundations and Exploratory Investigation

(2008) Chris Voss et al.   PRODUCTION AND OPERATIONS MANAGEMENT