The Impact of Surprise Elements on Customer Satisfaction
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Publisher
Springer Nature Singapore
Link
https://link.springer.com/content/pdf/10.1007/978-981-19-9099-1_38
Reference57 articles.
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5. Bartl, C., Gouthier, M. H. J., Lenker, M.: Delighting consumers click by click: antecedents and effects of delight online. J. Serv. Res. 16(3), 386–399 (2013). https://doi.org/10.1177/1094670513479168
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