Template-Type: ReDIF-Paper 1.0
Author-Name: Verhoef, P.C.
Author-Name-Last: Verhoef
Author-Name-First: Peter
Author-Person: pve19
Author-Name: Antonides, G.
Author-Name-Last: Antonides
Author-Name-First: Gerrit
Author-Name: de Hoog, A.N.
Author-Name-Last: de Hoog
Title: Service Processes as a Sequence of Events
Abstract: In this paper the service process is considered as a sequence of events. Using theory from economics and psychology a model is formulated that explains how the utility of each event affects the overall evaluation of the service process. In this model we especially account for the peak-and-end rule and negative consumer time preference. This model is tested in the context of telephone service calls in the financial service market. Our results show that both the average utility and the positive peak of the events positively affect customer satisfaction with the service call. Surprisingly, the end of the sequence has a negative effect. Theoretical and managerial implications of these findings are discussed.
Creation-Date: 2002-11-19
File-URL: https://repub.eur.nl/pub/256/erimrs20021119130842.pdf
File-Format: application/pdf
Series: RePEc:ems:eureri
Number: ERS-2002-105-MKT
Classification-JEL: M, M31
Keywords: consumers, economic psychology, satisfaction, sequence of events, services
Handle: RePEc:ems:eureri:256