Sources

Rawson, Alex, Ewan Duncan and Conor Jones. “The Truth About Customer Experience,” Harvard Business Review, September 2013. McKinsey’s own survey research.
Griffin, Abbie and John R. Hauser. “The Voice of the Customer,” Marketing Science 12(1), 1993, 1–27.
Kaplan, Kate. “Approaches to Journey Mapping: 2 Critical Decisions to Make Before You Begin,” Nielsen Norman Group, June 14, 2020.
Gibbons, Sarah. “UX Mapping Methods Compared: A Cheat Sheet,” Nielsen Norman Group, November 5, 2017; “Journey Mapping 101,” December 9, 2018.
Lemon, Katherine N. and Peter C. Verhoef. “Understanding Customer Experience Throughout the Customer Journey,” Journal of Marketing 80(6), 2016, 69–96.

Christensen, Clayton M., Taddy Hall, Karen Dillon and David S. Duncan. “Know Your Customers’ ‘Jobs to Be Done’,” Harvard Business Review, September 2016; and Competing Against Luck, Harper Business, 2016, source of the job definition quoted in chapter 3.
Fader, Peter S., Bruce G. S. Hardie and Ka Lok Lee. “Counting Your Customers the Easy Way: An Alternative to the Pareto/NBD Model,” Marketing Science 24(2), 2005, 275–284.

Dixon, Matthew, Karen Freeman and Nicholas Toman. “Stop Trying to Delight Your Customers,” Harvard Business Review, July–August 2010. Corporate Executive Board’s own research.
Shostack, G. Lynn. “Designing Services That Deliver,” Harvard Business Review 62(1), 1984, 133–139.
Bitner, Mary Jo, Amy L. Ostrom and Felicia N. Morgan. “Service Blueprinting: A Practical Technique for Service Innovation,” California Management Review 50(3), 2008, 66–94. ARAMARK figures from the authors’ working-paper version.
Gibbons, Sarah. “Service Blueprints: Definition,” Nielsen Norman Group, August 27, 2017.

Griffin and Hauser (1993), above.
Nielsen, Jakob. “Why You Only Need to Test with 5 Users,” Nielsen Norman Group, March 18, 2000.

Kahneman, Daniel, Barbara L. Fredrickson, Charles A. Schreiber and Donald A. Redelmeier. “When More Pain Is Preferred to Less: Adding a Better End,” Psychological Science 4(6), 1993, 401–405.
Redelmeier, Donald A. and Daniel Kahneman. “Patients’ Memories of Painful Medical Treatments: Real-Time and Retrospective Evaluations of Two Minimally Invasive Procedures,” Pain 66(1), 1996, 3–8.
Redelmeier, Donald A., Joel Katz and Daniel Kahneman. “Memories of Colonoscopy: A Randomized Trial,” Pain 104(1–2), 2003, 187–194.
Alaybek, Balca, Reeshad S. Dalal, Shea Fyffe, John A. Aitken, You Zhou, Xiao Qu, Alexis Roman and Julia I. Baines. “All’s Well That Ends (and Peaks) Well? A Meta-Analysis of the Peak-End Rule and Duration Neglect,” Organizational Behavior and Human Decision Processes 170, 2022, 104149.
Kemp, Simon, Christopher D. B. Burt and Laura Furneaux. “A Test of the Peak-End Rule with Extended Autobiographical Events,” Memory & Cognition 36(1), 2008, 132–138.
Verhoef, Peter C., Gerrit Antonides and Arnoud N. de Hoog. “Service Encounters as a Sequence of Events: The Importance of Peak Experiences,” Journal of Service Research 7(1), 2004, 53–64.
Dixon, Freeman and Toman (2010), above.
de Haan, Evert, Peter C. Verhoef and Thorsten Wiesel. “The Predictive Ability of Different Customer Feedback Metrics for Retention,” International Journal of Research in Marketing 32(2), 2015, 195–206.

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