Customers rarely carry detailed expectations into an experience. What actually shapes satisfaction is the internal norm formed in seconds.

Between family dynamics, cross-country travel and expensive shopping, the holidays can take a toll on your mental health. As Coloradans prepare to sit down for Thanksgiving dinner, managing ...

Our brains are expectation-sensitized machines. Expectations shape how we interact with our families. Our friends. Our bosses and our colleagues. Along with the barista at Starbucks who can’t seem to ...

Expectations shape how we interact with our families. Our friends. Our bosses and our colleagues. Our brains are expectation-sensitized machines. Expectations shape how we interact with our families.