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ArticleThe customer delight construct

John C. Crotts2010

Article2010

The customer delight construct

John C. Crotts · Vincent P. Magnini

92 citations·0/0 files stored·Annals of Tourism Research

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Customer Service Quality and Loyalty Service and Product Innovation AI in Service Interactions

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction 1997Customer delight: Foundations, findings, and managerial insight 2000Should We Delight the Customer?1996How to delight your customers 2004Customer delight in a retail context: investigating delightful and terrible shopping experiences 2005Reassessing the Foundations of Customer Delight 1987A framework for the formation and structure of consumer expectations: Review and propositions

Cited by

2012Credibility of online reviews and initial trust 2014Effects of Interpretive Guiding Outcomes on Tourist Satisfaction and Behavioral Intention 2016Delighted or Satisfied? Positive Emotional Responses Derived from Theme Park Experiences 2016The Effect of Technical and Functional Quality on Guests’ Perceived Hotel Service Quality and Satisfaction: A SEM-PLS Analysis 2017A theory of structured experience

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2011Understanding Customer Delightarticle · 10 shared references 2010Satisfying and Delighting the Rural Touristsarticle · 9 shared references 2019The role of customer delight and customer equity for loyalty in upscale hotelsarticle · 9 shared references 2015The effect of unexpected features on app users’ continuance intentionarticle · 9 shared references 2017Customer delight: universal remedy or a double-edged sword?article · 9 shared references 2017Investigating the key drivers of traveler loyalty in the airport lounge settingarticle · 9 shared references

Details

Year2010

Typearticle

Published2010-04-12

VenueAnnals of Tourism Research

ISSN-L0160-7383

Languageen

Citations92

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.annals.2010.03.004

openalex_workW18675325

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2017

Delight and the grateful customer: beyond joy and surprise

2016Surprise, Anticipation, and Sequence Effects in the Design of Experiential Services

2016Systematic review of the elements and service standards of delightful service