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The Customer Delight Principle : Exceeding Customers' Expectations for Bottom-Line Success
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The Customer Delight Principle : Exceeding Customers' Expectations for Bottom-Line Success (2001)The Customer Delight Principle : Exceedin…Understanding memorable tourism experiences as the determinants of tourists' behaviour (2019)Understanding memorable touri…Customer Delight: A Review and Agenda for Research (2019)Customer Delight: A Review an…Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter (2017)Idiosyncratic service experie…Delight and the grateful customer: beyond joy and surprise (2017)Delight and the grateful cust…Multiple paths to customer delight: the impact of effort, expertise and tangibles on joy and surprise (2016)Multiple paths to customer de…Improving consumer commitment through the integration of self-service technologies: A transcendent consumer experience perspective (2016)Improving consumer commitment…Delighted or Satisfied? Positive Emotional Responses Derived from Theme Park Experiences (2016)Delighted or Satisfied? Posit…Investigating the impact of surprise rewards on consumer responses (2015)Investigating the impact of s…Consumer delight and outrage: scale development and validation (2015)Consumer delight and outrage:…The High Price of Customer Satisfaction (2014)The High Price of Customer Sa…Transformational leadership and customer service: A moderated mediation model of negative affectivity and emotion regulation (2011)Transformational leadership a…To Delight or Not to Delight? An Investigation of Loyalty Formation in the Restaurant Industry (2011)To Delight or Not to Delight?…Investigating the Key Routes to Customer Delight (2011)Investigating the Key Routes …To Delight, or Not to Delight? This is the Question Service Firms Must Address (2010)To Delight, or Not to Delight…I love my accountants – they're wonderful: understanding customer delight in the professional services arena (2006)I love my accountants – they'…Emotional intelligence: fundamental competencies for enhanced service provision (2003)Emotional intelligence: funda…A circumplex model of affect. (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The road to customer loyalty paved with service customization (2016)More than a feeling? Toward a theory of customer delight (2020)The impact of service employees’ technostress on customer satisfaction and delight: A dyadic analysis (2020)Advances in Consumer Research (2025)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Emotional Intelligence (1990)An Introduction to the Five‐Factor Model and Its Applications (1992)Considerations of emotional intelligence (EI) in dealing with change decision management (2006)Relationship of Emotional Intelligence with Transformational Leadership and Organizational Citizenship Behavior (2012)Employee Emotional Competence (2015)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The Commitment-Trust Theory of Relationship Marketing (1994)The role of customer delight and customer equity for loyalty in upscale hotels (2019)Linking transaction-specific satisfaction and customer loyalty – The case of casino resorts (2020)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)A Multilevel Analysis of the Relationship between Shared Leadership and Creativity in Inter‐Organizational Teams (2016)Leader-Member Exchange (LMX) Ambivalence and Task Performance: The Cross-Domain Buffering Role of Social Support (2017)Meta-analytic and primary investigations of the role of followers in ratings of leadership behavior in organizations. (2018)Evolving to a New Dominant Logic for Marketing (2003)Delighting Consumers Click by Click (2013)Patterns of cognitive appraisal in emotion. (1985)The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions. (2001)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)#IHateYourBrand: adaptive service recovery strategies on Twitter (2017)Social sharing of consumption emotion in electronic word of mouth (eWOM): A cross-media perspective (2021)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Measuring memorable dining experiences and related emotions in fine dining restaurants (2020)The Nature and Determinants of Customer Expectations of Service (1993)The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs (2007)Customer delight during a crisis: understanding delight through the lens of transformative service research (2020)Service Quality and Customer Loyalty in Ghana’s Hotel Industry: The Mediation Effects of Satisfaction and Delight (2021)Causal-predictive model of customer lifetime/influence value: mediating roles of memorable experiences and customer engagement in hotels and airlines (2021)Extending the memorable tourism experience construct: An investigation of tourists’ memorable dark experiences (2022)Memorable experience and destination loyalty in Islam-related tourism (2025)
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  • 2019Understanding memorable tourism experiences as the determinants of tourists' behaviour170 cited
  • 2016Delighted or Satisfied? Positive Emotional Responses Derived from Theme Park Experiences138 cited
  • 2003Emotional intelligence: fundamental competencies for enhanced service provision114 cited
  • 2017Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter106 cited
  • 2011Transformational leadership and customer service: A moderated mediation model of negative affectivity and emotion regulation102 cited
  • 2016Multiple paths to customer delight: the impact of effort, expertise and tangibles on joy and surprise101 cited
  • 2019Customer Delight: A Review and Agenda for Research96 cited
  • 2011Investigating the Key Routes to Customer Delight94 cited
  • 2011To Delight or Not to Delight? An Investigation of Loyalty Formation in the Restaurant Industry87 cited
  • 2010To Delight, or Not to Delight? This is the Question Service Firms Must Address85 cited
  • 2016Improving consumer commitment through the integration of self-service technologies: A transcendent consumer experience perspective82 cited
  • 2015Investigating the impact of surprise rewards on consumer responses75 cited
  • 2017Delight and the grateful customer: beyond joy and surprise69 cited

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  • 2006I love my accountants – they're wonderful: understanding customer delight in the professional services arena64 cited
  • 2014The High Price of Customer Satisfaction58 cited
  • 2015Consumer delight and outrage: scale development and validation54 cited