Results 301 to 310 of about 56,186 (350)
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Managing Service Quality: An International Journal, 1994
Delighting customers should be a compelling business strategy. Details The Ten‐step Approach to Delighting Customers on which Northern Telecom Europe and Oracle Corporation UK based their customer‐driven programmes. Identifies perception as the fifth P of marketing management that distinguishes a customer‐driven organization.
Peter Donovan, Timothy Samler
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Delighting customers should be a compelling business strategy. Details The Ten‐step Approach to Delighting Customers on which Northern Telecom Europe and Oracle Corporation UK based their customer‐driven programmes. Identifies perception as the fifth P of marketing management that distinguishes a customer‐driven organization.
Peter Donovan, Timothy Samler
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Understanding Customer Delight
Journal of Travel Research, 2011Distinct from satisfaction, delight occurs when a customer receives a positive surprise beyond his or her expectations. Because of strong correlations with repurchase intention and positive word of mouth, customer delight is a quintessentially germane topic of inquiry.
Vincent P. Magnini +2 more
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From customer satisfaction to customer delight
International Journal of Contemporary Hospitality Management, 2013Purpose – The purpose of this paper is to provide a typology of customer delight in the hotel industry. By doing so, it identifies patterns by which hotels delight their guests. The paper explores the Torres and Kline model in light of the data and proposes an addition to the model.
Torres, Edwin, Kline, Sheryl
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Managing Service Quality: An International Journal, 1991
Discusses how Digital Customer Services highlights a survey on achieving good “scores”, helping everyone in the organisation to work towards customer satisfaction. Describes three facets of the survey. Stresses that information gained from the survey can be utilised.
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Discusses how Digital Customer Services highlights a survey on achieving good “scores”, helping everyone in the organisation to work towards customer satisfaction. Describes three facets of the survey. Stresses that information gained from the survey can be utilised.
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Internal Customers Need Delighting To
Managing Service Quality: An International Journal, 1994Concerns the concentrated efforts of a relatively small group (170 people) at Caterpillar Inc. who realized that they would have to look again at their most basic work practices if they were to remain in business: their customers, other profit centres and divisions within Caterpillar Inc., demanded not only market competitiveness but also service ...
Ron E. Temple, Robert W. Droege
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Customer delight and work engagement
Journal of Services Marketing, 2014Purpose– The purpose of the current research is to evaluate how customer contact level and customer service-based role conflict influence the relationship between customer emotions and work engagement, while simultaneously evaluating psychological capital as an outcome of work engagement.
Stacey Robinson +2 more
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Journal of Product & Brand Management, 1996
Asks which product qualities are decisive for the satisfaction of the customer and which features merely prevent dissatisfaction. Proposes Kano’s model of customer satisfaction for answering these questions and for drawing conclusions for the management of product development.
Kurt Matzler +3 more
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Asks which product qualities are decisive for the satisfaction of the customer and which features merely prevent dissatisfaction. Proposes Kano’s model of customer satisfaction for answering these questions and for drawing conclusions for the management of product development.
Kurt Matzler +3 more
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Journal of Service Research, 2011
The value of treating customer satisfaction (CS) as a marketing objective began to be questioned in the 1990s. Achieving customer delight (CD) was the suggested alternative. However, CD is used for a distinct response and for an upper zone of positive nonlinear response to CS.
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The value of treating customer satisfaction (CS) as a marketing objective began to be questioned in the 1990s. Achieving customer delight (CD) was the suggested alternative. However, CD is used for a distinct response and for an upper zone of positive nonlinear response to CS.
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Should We Delight the Customer?
Journal of the Academy of Marketing Science, 2000Critics have suggested that delighting the customer “raises the bar” of customer expectations, making it more difficult to satisfy the customer in the next purchase cycle and hurting the firm in the long run. The authors explore this issue by using a mathematical model of delight, based on assumptions gathered from the customer satisfaction literature.
R. T. Rust, R. L. Oliver
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Insights into Customer Delight
2000Literature from various sources highlights the need to move beyond simply satisfying customers to delighting them (including Von Hippel et al., 1993 and Ealey and Troyano-Bermudez, 1996). Many product sectors are characterised by large numbers of competing products with very similar specifications and features.
A. D. Burns, S. Evans
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