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Consumer delight and outrage: scale development and validation
16 references·8 citing·35 second hop
Consumer delight and outrage: scale development and validation (2015)Consumer delight and outrage: scale devel…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Delight by Design: The Role of Hedonic Versus Utilitarian Benefits (2008)Delight by Design: The Role o…Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services (2003)Angry Customers don't Come Ba…Consumers' Need for Uniqueness: Scale Development and Validation (2001)Consumers' Need for Uniquenes…Measuring Emotions in the Consumption Experience (1997)Measuring Emotions in the Con…Customer delight: Foundations, findings, and managerial insight (1997)Customer delight: Foundations…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The Effects of Sequential Introduction of Brand Extensions (1992)The Effects of Sequential Int…The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction (1991)The Dimensionality of Consump…Structural Equations with Latent Variables (1989)Structural Equations with Lat…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Toward a consensual structure of mood. (1985)Toward a consensual structure…The Belief in a Just World: A Fundamental Delusion. (1982)The Belief in a Just World: A…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…The Belief in a Just World (1980)The Belief in a Just WorldA circumplex model of affect. (1980)A circumplex model of affect.Empathetic creativity for frontline employees in the age of service robots: conceptualization and scale development (2022)Empathetic creativity for fro…Online Consumer Satisfaction During COVID-19: Perspective of a Developing Country (2021)Online Consumer Satisfaction …How luxury restaurants will enhance the concept of guest delight (2021)How luxury restaurants will e…Delight and Commitment—Revisiting the Satisfaction-Loyalty Link (2021)Delight and Commitment—Revisi…Refining Scales on Risks and Motives of Online Buying (2019)Refining Scales on Risks and …Customer delight and outrage in theme parks: A roller coaster of emotions (2019)Customer delight and outrage …Customer satisfaction/delight and behavioural intentions of cell phone network customers – an emerging market perspective (2018)Customer satisfaction/delight…Observing delightful experiences of other customers: the double-edged sword of jealousy and joy (2017)Observing delightful experien…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Heart and Mind in Conflict: the Interplay of Affect and Cognition in Consumer Decision Making (1999)Customer satisfaction with services: putting perceived value into the equation (2000)Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)The Principles of Psychology (1891)Hedges: A Study in Meaning Criteria and the Logic of Fuzzy Concepts (1975)The robust beauty of improper linear models in decision making. 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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1989Structural Equations with Latent Variables17,500 cited
  • 1980A circumplex model of affect.16,320 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1985Toward a consensual structure of mood.4,370 cited
  • 1980The Belief in a Just World2,655 cited
  • 1982The Belief in a Just World: A Fundamental Delusion.2,538 cited
  • 1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
  • 1997Measuring Emotions in the Consumption Experience1,970 cited
  • 2001Consumers' Need for Uniqueness: Scale Development and Validation1,789 cited
  • 1997Customer delight: Foundations, findings, and managerial insight1,649 cited
  • 1992The Effects of Sequential Introduction of Brand Extensions1,281 cited
  • 2008Delight by Design: The Role of Hedonic Versus Utilitarian Benefits1,226 cited

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2003
Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services
897 cited

Cited by

  • 2021Online Consumer Satisfaction During COVID-19: Perspective of a Developing Country51 cited
  • 2021How luxury restaurants will enhance the concept of guest delight39 cited
  • 2017Observing delightful experiences of other customers: the double-edged sword of jealousy and joy36 cited
  • 2018Customer satisfaction/delight and behavioural intentions of cell phone network customers – an emerging market perspective34 cited
  • 2021Delight and Commitment—Revisiting the Satisfaction-Loyalty Link30 cited
  • 2022Empathetic creativity for frontline employees in the age of service robots: conceptualization and scale development24 cited
  • 2019Customer delight and outrage in theme parks: A roller coaster of emotions24 cited
  • 2019Refining Scales on Risks and Motives of Online Buying8 cited