MACMILLAN The Role of Temporality in Customer Experience: Why Time Matters to Customers

Temporality and the importance of time has evolved over the centuries. From an abstract philosophical perspective of the meaning of time, to a quantifiable commercialisation of yield from individual units of time, we have long appreciated time’s value and centrality to the human experience. Consumers today live in a temporally focused world, where perceptions of temporality permeate every aspect of consumption, but there is minimal consideration of this knowledge in the marketing domain. This book introduces a model of consumer perceptions of temporality, which can be used as a framework to consolidate knowledge of the role of temporality in consumption, and improve the management of customer experiences. Covering an overview of the history and evolution of knowledge of time and temporality, through to recommendations for best practice in the management of consumption experiences with a new knowledge of temporality, this unique book is key reading for students and academics who wish to gain a new perspective on consumer behaviour and consumption.