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Delight spirals: the cause and consequence of employee perceived customer delight
Journal of Service Theory and Practice, 2020PurposeWith increasing competition in the marketplace, there is a greater push for exceeding customer expectations and delivering customer delight to ensure firm’s success. The main reason for this push is the beneficial outcomes for the firm. More recently, hidden benefits have been identified (i.e.
Rebecca M. Guidice +2 more
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California Management Review, 2005
While many researchers have made contributions to the now extensive literature on service quality, there is much less research on what constitutes delight in service quality and how organizations can delight customers. This article examines the differences between customer satisfaction and customer delight, notably the benefits of delighting rather ...
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While many researchers have made contributions to the now extensive literature on service quality, there is much less research on what constitutes delight in service quality and how organizations can delight customers. This article examines the differences between customer satisfaction and customer delight, notably the benefits of delighting rather ...
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Modelling Customer Delight in Hotel Industry
Global Business Review, 2019It is not an exaggeration that the present-day competitive environment calls for continuous and consistent delivery of customer delight in any sector of the business. The studies conducted by separate researchers across different settings suggest the existence of a common model sequencing the events that lead to customer delight.
Sinmoy Goswami, Mrinmoy K. Sarma
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Customer value‐chain involvement for co‐creating customer delight
Journal of Consumer Marketing, 2004Traditional marketing strategies assume that customers involve (e.g. search, assess, purchase, use) with products or services mostly at the end of their value chain as finished market offerings. This article challenges managers to invite target customers to be involved at all stages of the value chain.
Oswald A. Mascarenhas +2 more
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Customer delight in a retail context: investigating delightful and terrible shopping experiences
Journal of Business Research, 2005Abstract The concept of delight is of great interest to practitioners who understand that to keep customers loyal, a firm must go beyond merely satisfying to truly delighting them [Bus. Mark. Dig. 17 (1992) 17; Mark. News 24 (1990) 10]. However, few studies specifically dedicated to customer delight have surfaced in the marketing literature [J ...
Mark J. Arnold +3 more
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Reassessing the Foundations of Customer Delight
Journal of Service Research, 2005The 1990s saw a questioning of the value of merely satisfying customers and instead focused attention on the importance of customer delight. In a key contribution, Oliver, Rust, and Varki (1997) developed a structural model of the antecedents and consequences of customer delight, acting in parallel with satisfaction, that was generally supported for ...
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Impact of customer service to achieve customer delight
Journal of Informatics Education and ResearchThe purpose of this research paper is to understand the extent to which customer service can be used as an effective tool to retain customers by creating customer delight. According to various studies, customers’ expectations to be proactively met and monitored in such a way that they feel valued.
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Keeping Customers for Life — Designing Services that Delight Customers
1999The object of this paper is to illustrate how to use a systematic methodology to develop successful services that consistently and reliably satisfy customers. The popular service quality literature has traditionally emphasized the intangible and unmeasurable nature of services, and stories have been told and retold about exemplary service being ...
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Customer delight from hospitality and tourism experience
2017The study of delight is an emerging research area in marketing and tourism that is both practically and theoretically important (Crotts et al. 2008). In the 1980s, academics and practitioners began to find that customers wanted more than to be satisfied (Cadotte et al. 1987; Churchill and Surprenant 1982; Deming 1986; Rollins and Bradley 1986).
Ma, Jianyu, Scott, Noel
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The customer delight construct
Annals of Tourism Research, 2011John C. Crotts, Vincent P. Magnini
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