Peak Event Self-Scheduling: Implications for Service Demand Management
Published online on August 12, 2025
Abstract
Journal of Service Research, Ahead of Print.
Services are often segmented into discrete events, allowing customers to self-schedule their own itinerary. We term this behavior asself-scheduling. We theorize that customers self-schedule peak events—those they predict will be their most salient—at ...
Services are often segmented into discrete events, allowing customers to self-schedule their own itinerary. We term this behavior asself-scheduling. We theorize that customers self-schedule peak events—those they predict will be their most salient—at ...