References

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• 2001On Happiness and Human Potentials: A Review of Research on Hedonic and Eudaimonic Well-Being11,549 cited
• 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
• 1993River Magic: Extraordinary Experience and the Extended Service Encounter2,572 cited
• 1995Why Satisfied Customers Defect2,226 cited
• 1998Managers as Initiators of Trust: An Exchange Relationship Framework for Understanding Managerial Trustworthy Behavior1,653 cited
• 1997Customer delight: Foundations, findings, and managerial insight1,649 cited
• 2008Delight by Design: The Role of Hedonic Versus Utilitarian Benefits1,226 cited
• 2004The Critical Incident Technique in Service Research1,079 cited
• 2006Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships1,050 cited
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• 1995Going to Extremes: Managing Service Encounters and Assessing Provider Performance794 cited
• 2000Should We Delight the Customer?712 cited
• 1983The person-positivity bias.487 cited
• 2015