In this episode, Adrian Palmer, professor of marketing at Henley Business School, discusses his research, published in IJRM, on anticipation in consumer behavior. He focuses on the often-overlooked period between the moment of purchase and the experience of the product or service. This "anticipation effect" plays a significant role in shaping customer satisfaction and overall perception. Palmer shares insights into the cognitive and emotional processes at play during this time and explains how marketers can strategically leverage anticipation to enhance the customer experience.