{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,12,26]],"date-time":"2025-12-26T11:39:10Z","timestamp":1766749150085,"version":"3.48.0"},"reference-count":451,"publisher":"Emerald","issue":"4","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2025,8,12]]},"abstract":"<jats:p>Most value creation in services takes place in service encounters \u2014 at the interfaces between customers, employees, and service organizations. However, managers are often unable to effectively optimize them, because their tools either fail to fully comprehend these interfaces, lying therefore on the fringes of the value creation process, or predate digital technologies.<\/jats:p>\n                  <jats:p>This monograph reviews the recent development of three levers for optimizing service encounters, which lie at the core of the service value creation process and are relevant in a digital world. These levers are: leveraging co-production to innovate in service design; delighting customers through experience design; and fostering employee engagement by putting people first.<\/jats:p>\n                  <jats:p>Given today\u2019s abundant datasets and short feedback loops enabling scientific experimentation, we argue that the time is ripe for effectively optimizing service encounters.<\/jats:p>","DOI":"10.1561\/0200000118","type":"journal-article","created":{"date-parts":[[2025,8,12]],"date-time":"2025-08-12T10:24:37Z","timestamp":1754994277000},"page":"457-624","source":"Crossref","is-referenced-by-count":0,"title":["Optimizing Service Encounters: A Co-productive, Experiential, and People-centric Approach"],"prefix":"10.1561","volume":"19","author":[{"given":"Guillaume","family":"Roels","sequence":"first","affiliation":[{"name":"INSEAD France"}]}],"member":"140","published-online":{"date-parts":[[2025,8,12]]},"reference":[{"year":"2024","author":"ACSI","article-title":"U.S. overall customer satisfaction","key":"2025122606361636700_ref001"},{"issue":"3","key":"2025122606361636700_ref002","doi-asserted-by":"crossref","first-page":"423","DOI":"10.1287\/msom.2013.0449","article-title":"Incentive-compatible revenue management in queueing systems: Optimal strategic delay","volume":"15","author":"Afeche","year":"2013","journal-title":"Manufacturing & Service Operations Management"},{"issue":"7","key":"2025122606361636700_ref003","doi-asserted-by":"crossref","first-page":"869","DOI":"10.1287\/mnsc.1030.0156","article-title":"Pricing and priority auctions in queueing systems with a generalized delay cost structure","volume":"50","author":"Afeche","year":"2004","journal-title":"Management Science"},{"issue":"2","key":"2025122606361636700_ref004","doi-asserted-by":"crossref","first-page":"415","DOI":"10.1287\/mnsc.2013.1775","article-title":"Managing retention in service relationships","volume":"60","author":"Aflaki","year":"2013","journal-title":"Management Science"},{"issue":"1","key":"2025122606361636700_ref005","doi-asserted-by":"crossref","first-page":"225","DOI":"10.1287\/mnsc.2022.4650","article-title":"Minimum wage increases and employer performance: role of employer heterogeneity","volume":"70","author":"Agarwal","year":"2024","journal-title":"Management Science"},{"issue":"1","key":"2025122606361636700_ref006","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1086\/262063","article-title":"Formal and real authority in organizations","volume":"105","author":"Aghion","year":"1997","journal-title":"Journal of Political Economy"},{"issue":"1","key":"2025122606361636700_ref500","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1287\/opre.45.1.1","article-title":"Managing capacity and flow at theme parks","volume":"45","author":"Ahmadi","year":"1997","journal-title":"Operations Research"},{"issue":"2","key":"2025122606361636700_ref007","doi-asserted-by":"crossref","first-page":"354","DOI":"10.1287\/mnsc.1070.0823","article-title":"Call center outsourcing contract analysis and choice","volume":"54","author":"Aksin","year":"2008","journal-title":"Management Science"},{"issue":"2","key":"2025122606361636700_ref008","doi-asserted-by":"crossref","first-page":"854","DOI":"10.1287\/mnsc.2019.3576","article-title":"Learning from many: Partner exposure and team familiarity in fluid teams","volume":"67","author":"Ak\u015fin","year":"2021","journal-title":"Management Science"},{"issue":"1","key":"2025122606361636700_ref009","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1016\/S0377-2217(96)90046-6","article-title":"Optimization models for salesforce compensation","volume":"89","author":"Albers","year":"1996","journal-title":"European Journal of Operational Research"},{"issue":"5","key":"2025122606361636700_ref010","first-page":"777","article-title":"Production, information costs, and economic organization","volume":"62","author":"Alchian","year":"1972","journal-title":"The American Economic Review"},{"issue":"6","key":"2025122606361636700_ref011","doi-asserted-by":"crossref","first-page":"1382","DOI":"10.1287\/opre.1110.0976","article-title":"\u201cWe will be right with you\u201d: Managing customer expectations with vague promises and cheap talk","volume":"59","author":"Allon","year":"2011","journal-title":"Operations Research"},{"issue":"4","key":"2025122606361636700_ref012","doi-asserted-by":"crossref","first-page":"854","DOI":"10.1287\/msom.2020.0897","article-title":"Do customer emotions affect agent speed? 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