Hoog, A.N. de

service sequence utility event research customer outcome model process marketing evaluation episode effect service process instant management satisfaction instant utility instant utilities theory journal kahneman coefficient peak-and-end rule people preference service processes customer satisfaction verhoef result consumer experience economic future service provider future research value relationship example center variable time period study regression philip loewenstein peak-and-end daniel correlation development pain ratings equation erasmu gerrit antonides psychology trend franse provider service market literature topic table period prelec deviation gerrit university school report rotterdam antonide regression coefficient episode utilities carmon wakker marnik g information erasmus university rotterdam sarin delivery