Purpose – Joseph Pine and Jim Gilmore coined the term “experience economy” to describe a paradigm shift in consumption. To survive in this new economy, businesses must provide customers with memorable consumption experiences. The purpose of this paper is to suggest eight ingredients that...

During conversations, people generally comply with norms such as keeping the story interesting for the listener. If word-of-mouth about a previous consumption experience is communicated in a conversational format, then adherence to conversational norms could result in changes to the...

Uncertainty about whether an episode will end positively or negatively elicits anticipatory emotions such as excitement and anxiety. The within-experience existence of anticipatory emotions can impact the evaluations of the event. Given that gamblers choose to play games with uncertain outcomes,...