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Multiple paths to customer delight: the impact of effort, expertise and tangibles on joy and surprise

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References

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1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
1993The Nature and Determinants of Customer Expectations of Service

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2,665 cited

2019Welcome to the experience economy2,562 cited

1995Why Satisfied Customers Defect2,226 cited

Cited by

2021Social sharing of consumption emotion in electronic word of mouth (eWOM): A cross-media perspective177 cited
2019A Cognitive Appraisal Process of Customer Delight: The Moderating Effect of Place Identity107 cited
2019Customer Delight: A Review and Agenda for Research96 cited
2017#IHateYourBrand: adaptive service recovery strategies on Twitter85 cited
2021Service Quality and Customer Loyalty in Ghana’s Hotel Industry: The Mediation Effects of Satisfaction and Delight83 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
2019Effect of dining experience on future intention in quick service restaurants59 cited
2022“Wow! It’s Cool”: How Brand Coolness Affects the Customer Psychological Well-Being Through Brand Love and Brand Engagement55 cited
2018The role of employee emotional competence in service recovery encounters53 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
2017Delighted or outraged? Uncovering key drivers of exceedingly positive and negative theme park guest experiences46 cited
2021Effects of COVID-19 on customer service experience: Can employees wearing facemasks enhance customer-perceived service quality?37 cited
2022Emotions in service research: evolutionary analysis and empirical review34 cited