Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Investigating the Key Routes to Customer Delight

16 references·16 citing·38 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1980A circumplex model of affect.16,320 cited
2003Evolving to a New Dominant Logic for Marketing14,777 cited
1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
2025Advances in Consumer Research13,264 cited
1954The critical incident technique.8,184 cited
1982Hedonic Consumption: Emerging Concepts, Methods and Propositions5,610 cited
2007Critical Incident Technique5,287 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
1992Advances in Consumer Research2,863 cited
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
1993River Magic: Extraordinary Experience and the Extended Service Encounter2,572 cited
1980Emotion: A Psychoevolutionary Synthesis2,487 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

1998Relational Benefits in Services Industries: The Customer's Perspective2,347 cited

Cited by

2013Delighting Consumers Click by Click93 cited
2020The impact of service employees’ technostress on customer satisfaction and delight: A dyadic analysis91 cited
2016The road to customer loyalty paved with service customization85 cited
2020More than a feeling? Toward a theory of customer delight80 cited
2017Delight and the grateful customer: beyond joy and surprise69 cited
2020Customer delight during a crisis: understanding delight through the lens of transformative service research69 cited
2015Delighting Baby Boomers and Millennials: Factors that Matter Most56 cited
2014Customer delight and work engagement56 cited
2018The role of employee emotional competence in service recovery encounters53 cited
2016Organizational culture on customer delight in the hospitality industry52 cited
2019Measuring delightful customer experiences: The validation and testing of a customer delight scale along with its antecedents and effects51 cited
2023Real-Time Interactivity and Impulsive Buying in Livestreaming Commerce: The Focal Intermediary Role of Inspiration50 cited
2012Investigating the Employee’s Perspective of Customer Delight46 cited
2016Gratitude in service encounters: implications for building loyalty46 cited
2017The role of delight in driving repurchase intentions38 cited
2016Implementing a Delight Strategy in a Restaurant Setting36 cited