div class=trans-pagebuttonPage 1button div class=trans-image a href=https:reader030fdocumentsinreader030viewer20220309015b3cd0a67f8b9a213f8d858chtml5page1jpg target=_blank amp-img class=trans-thumb alt=Page 1: Predictability and Personalization in the Service Encountersteho87undhtdd014999772pdf · Carol F Surprenant is Assistant Professor and Michael R Solomon is Associate Professor src=https:reader030fdocumentsinreader030viewer20220309015b3cd0a67f8b9a213f8d858chtml5thumbnails1jpg width=142 height=106 layout=responsive amp-imga divdivdiv class=trans-pagebuttonPage 2button div class=trans-image a href=https:reader030fdocumentsinreader030viewer20220309015b3cd0a67f8b9a213f8d858chtml5page2jpg target=_blank amp-img class=trans-thumb alt=Page 2: Predictability and Personalization in the Service Encountersteho87undhtdd014999772pdf · Carol F Surprenant is Assistant Professor and Michael R Solomon is Associate Professor src=https:reader030fdocumentsinreader030viewer20220309015b3cd0a67f8b9a213f8d858chtml5thumbnails2jpg width=142 height=106 layout=responsive amp-imga divdivdiv class=trans-pagebuttonPage 3button div class=trans-image a href=https:reader030fdocumentsinreader030viewer20220309015b3cd0a67f8b9a213f8d858chtml5page3jpg target=_blank amp-img class=trans-thumb alt=Page 3: Predictability and Personalization in the Service Encountersteho87undhtdd014999772pdf · Carol F Surprenant is Assistant Professor and Michael R Solomon is Associate Professor src=https:reader030fdocumentsinreader030viewer20220309015b3cd0a67f8b9a213f8d858chtml5thumbnails3jpg width=142 height=106 layout=responsive amp-imga divdivdiv class=trans-pagebuttonPage 4button div class=trans-image a href=https:reader030fdocumentsinreader030viewer20220309015b3cd0a67f8b9a213f8d858chtml5page4jpg target=_blank amp-img class=trans-thumb alt=Page 4: Predictability and Personalization in the Service Encountersteho87undhtdd014999772pdf · Carol F Surprenant is Assistant Professor and Michael R Solomon is Associate...