All's well that ends (and peaks) well? A meta-analysis of the peak-end rule and duration neglect
A meta-analysis in Organizational Behavior and Human Decision Processes of how peaks, endings and duration relate to the way people evaluate experiences in retrospect.
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Related resources
A Journal of Business Research article examining how first, peak and final impressions, and the delay before recall, relate to overall evaluations of a service, using hotel stays.
GOV.UK Service Manual guidance on reconstructing a service experience by exploring what people did, thought and felt over time.
A 2021 paper proposing a power literacy framework for service designers, covering privilege, access, goals, roles and rules. Open access copy from TU Delft.
A Design Management Academy 2017 paper exploring cultural analysis and semiotics as ways to understand expectations, identity and symbolic meaning in services.
An edited academic collection on the theory and future of designing for services, bringing together researchers from the field's main university groups.
A Design and Culture article reviewing the concept of autonomy and exploring its use in service design through case studies of services for older people.