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“Going the extra mile”: an integrative model of customer delight
16 references·2 citing·42 second hopsampled
“Going the extra mile”: an integrative model of customer delight (2023)“Going the extra mile”: an integrative mo…When to use and how to report the results of PLS-SEM (2018)When to use and how to report…Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens (2017)Service encounters, experienc…The influence of e-word-of-mouth on hotel occupancy rate (2016)The influence of e-word-of-mo…Creating customer loyalty through service customization (2012)Creating customer loyalty thr…Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration1 (2009)Using PLS Path Modeling for A…Exploring Customer Loyalty Following Service Recovery (2007)Exploring Customer Loyalty Fo…Reassessing the Foundations of Customer Delight (2005)Reassessing the Foundations o…Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Electronic word-of-mouth via …WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY. (2003)WHEN "THE SHOW MUST GO ON": S…Developing and validating measures of facets of customer-based brand equity (2003)Developing and validating mea…The effects of brand associations on consumer response (2001)The effects of brand associat…Impulse buying: Modeling its precursors (1998)Impulse buying: Modeling its …Impulse buying: Modeling its precursors (1998)Impulse buying: Modeling its …Customer delight: Foundations, findings, and managerial insight (1997)Customer delight: Foundations…Predictability and Personalization in the Service Encounter (1987)Predictability and Personaliz…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…How do customers react to preferential treatment? An affective events theory and time-lagged survey (2024)How do customers react to pre…A methodological exploration of generative artificial intelligence (AI) for efficient qualitative analysis on hotel guests’ delightful experiences (2024)A methodological exploration …Significance tests and goodness of fit in the analysis of covariance structures. (1980)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)Understanding Customer Experience Throughout the Customer Journey (2016)Structural equation modeling in practice: A review and recommended two-step approach. 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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error113,385 cited
  • 2018When to use and how to report the results of PLS-SEM33,063 cited
  • 2004Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?6,304 cited
  • 2009Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration15,044 cited
  • 2003WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY.2,290 cited
  • 1997Customer delight: Foundations, findings, and managerial insight1,679 cited
  • 1998Impulse buying: Modeling its precursors1,506 cited
  • 2003Developing and validating measures of facets of customer-based brand equity1,352 cited
  • 1987Predictability and Personalization in the Service Encounter1,136 cited
  • 1998Impulse buying: Modeling its precursors916 cited
  • 2001The effects of brand associations on consumer response599 cited
  • 2017Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens595 cited
  • 2007Exploring Customer Loyalty Following Service Recovery489 cited
  • 2012Creating customer loyalty through service customization423 cited

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  • 2016The influence of e-word-of-mouth on hotel occupancy rate364 cited
  • 2005Reassessing the Foundations of Customer Delight314 cited
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    • 2024A methodological exploration of generative artificial intelligence (AI) for efficient qualitative analysis on hotel guests’ delightful experiences40 cited
    • 2024How do customers react to preferential treatment? An affective events theory and time-lagged survey15 cited