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The customer delight construct

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
1997Customer delight: Foundations, findings, and managerial insight1,649 cited
2000Should We Delight the Customer?712 cited
1996How to delight your customers581 cited
2004Customer delight in a retail context: investigating delightful and terrible shopping experiences420 cited
2005Reassessing the Foundations of Customer Delight297 cited
1987A framework for the formation and structure of consumer expectations: Review and propositions277 cited
2005How to Delight Your Customers268 cited
2006From satisfaction to delight: a model for the hotel industry260 cited
2001Exploring Alternative Antecedents of Customer Delight143 cited
2005Aligning organizational processes with mission: The case of service excellence110 cited

Cited by

2012Credibility of online reviews and initial trust217 cited
2014Effects of Interpretive Guiding Outcomes on Tourist Satisfaction and Behavioral Intention216 cited
2016Delighted or Satisfied? Positive Emotional Responses Derived from Theme Park Experiences

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138 cited

2016The Effect of Technical and Functional Quality on Guests’ Perceived Hotel Service Quality and Satisfaction: A SEM-PLS Analysis83 cited

2017A theory of structured experience82 cited

2017Delight and the grateful customer: beyond joy and surprise69 cited

2016Surprise, Anticipation, and Sequence Effects in the Design of Experiential Services63 cited

2016Systematic review of the elements and service standards of delightful service57 cited

2016Organizational culture on customer delight in the hospitality industry52 cited

2016Implementation of delightful services: From the perspective of frontline service employees52 cited

2017The evolution of the customer delight construct52 cited

2019Measuring delightful customer experiences: The validation and testing of a customer delight scale along with its antecedents and effects51 cited

2021Online Consumer Satisfaction During COVID-19: Perspective of a Developing Country51 cited

2017Delighted or outraged? Uncovering key drivers of exceedingly positive and negative theme park guest experiences46 cited

2020Corporate Social Responsibility at LUX* Resorts and Hotels: Satisfaction and Loyalty Implications for Employee and Customer Social Responsibility43 cited

2023Recipe for perceived personalization in hotels39 cited