The authors spend an enormous amount of their time either providing service to clients, staff, and colleagues or alternatively receiving service from others. At times we experience incredibly fine service delivered by sensitive, caring, and emotionally competent humans, so fine we want to tell everyone we just witnessed an Olympic “10” in customer service. Other times—unfortunately all too often—we see the crass underbelly of unacceptable service. As every consumer undoubtedly knows, the space for improvement is immense. All of these experiences, both positive and negative, have rendered the authors fascinated by the role of human behavior and emotions in service, the great underpinning of today’s “experience economy.”

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