DESIGNING SERVICES AND EXPERIENCES FOR ENHANCED CUSTOMER VALUE: THE ROLE OF PEAK PLEASURE/PAIN SEQUENCE, ANTICIPATION, AND SURPRISE: PROFESSOR ROHIT VERMA, VINUNIVERSITY

Customer value has been widely recognized as one of the most essential factors deciding the success of a business. How to design customer services and experiences to significantly improve customer value is such a thought-provoking question. In this lecture, Professor Rohit Verma will talk about this through several useful data, surveys, studies, and real-life examples.