Reassessing the Foundations of Customer Delight

Adam H.R. Finn

297 citations0/0 files storedJournal of Service Research

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

The 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 two entertainment services. However, the effect of delight on intention was significant for symphony ticket purchasers but not for theme park patrons. This article first replicates their path analysis for more mundane visits to consumer Web sites. Then it takes advantage of a larger sample and additional measures to address construct measurement issues and to determine whether customer delight is something more than a nonlinear effect of satisfaction on intention.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 297 citations exist upstream.

References

1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives 1988Structural equation modeling in practice: A review and recommended two-step approach.1989Structural Equations with Latent Variables 1991Structural Equations with Latent Variables.2025Advances in Consumer Research 1979Review of Psychometric theory (2nd ed.).1996Power analysis and determination of sample size for covariance structure modeling.1993What is coefficient alpha? An examination of theory and applications.

Cited by

2014The role of the rural tourism experience economy in place attachment and behavioral intentions 2021Effects of customer trust on engagement in live streaming commerce: mediating role of swift guanxi 2013Relationships Among Customer Satisfaction, Delight, and Loyalty in the Hospitality Industry 2016The effect of physical environment on passenger delight and satisfaction: Moderating effect of national identity 2013From customer satisfaction to customer delight

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.