The Role of Temporality in Customer Experience: Why Time Matters to Customers
Author:   Sarah Evans-Howe
Publisher:   Springer Nature Switzerland AG
ISBN:  

9783032074645


Pages:   327
Publication Date:   14 November 2025
Format:   Hardback
Availability:   Manufactured on demand   Availability explained
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The Role of Temporality in Customer Experience: Why Time Matters to Customers


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Author:   Sarah Evans-Howe
Publisher:   Springer Nature Switzerland AG
Imprint:   Palgrave Macmillan
ISBN:  

9783032074645


ISBN 10:   3032074649
Pages:   327
Publication Date:   14 November 2025
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Hardback
Publisher's Status:   Active
Availability:   Manufactured on demand   Availability explained
We will order this item for you from a manufactured on demand supplier.

Table of Contents

Introduction/Rationale for the book.- Chapter One: A brief history of knowledge of temporality.- Chapter Two: Understanding customer experience.- Chapter Three: The Model of Temporality in Consumption.- Chapter Four: Customer perceptions of temporality as a valuable resource.- Chapter Five: Customer perceptions of temporality as a rate of movement.- Chapter Six: Customer perceptions of time as a moment of now.- Chapter Seven: Customer perceptions of time as a memory or vision.- Chapter Eight: What unhappy customers teach us about the role of temporality in customer experience.- Chapter Nine: Covid-19 – The global temporal hiccup.- Chapter Ten: Managing temporality in customer experience.

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Author Information

Sarah Evans-Howe is a Lecturer in Marketing at Saïd Business School at the University of Oxford. With a doctorate in marketing and extensive teaching experience, including leadership responsibility as a Programme Director, Academic Integrity Lead, and Course Designer, Sarah also has a wealth of practical managerial experience within the hotel and wider service industry.  Sarah’s research interests include digital marketing, the role of technology in service delivery, luxury marketing, experiential consumption, services marketing, digital customer behaviour including social media, customer complaint behaviour, temporality and hospitality management.  Throughout her career, in whatever context, Sarah’s primary focus is always on optimising customer experience and helping students to discover the joy of learning and critical thinking.   

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