After-service gifts: evaluating how presence, context and value impact customer satisfaction and customer delight-Reference-Cited by-同舟云学术

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After-service gifts: evaluating how presence, context and value impact customer satisfaction and customer delight

Published:2020-11-18 Issue:3 Volume:29 Page:343-357
ISSN:1069-6679
Container-title:Journal of Marketing Theory and Practice
language:en
Short-container-title:Journal of Marketing Theory and Practice

Author:

Barnes Donald C.¹,Kraemer Tobias²,Gouthier Matthias H. J.³,Ludwig Nadine⁴,Giese Andreas⁴

Affiliation:

1. Department of Marketing, University of North Carolina Wilmington, Wilmington, North Carolina, USA

2. University of Koblenz Landau - Campus Landau, Landau, Germany

3. Institute for Management, University of Koblenz Landau - Campus Landau, Landau, Germany

4. EBS European Business School gGmbH, Wiesbaden, Germany

Publisher

Informa UK Limited

Subject

Marketing

Link

https://www.tandfonline.com/doi/pdf/10.1080/10696679.2020.1842769

Reference77 articles.

1. Enhancing loyalty: When improving consumer satisfaction and delight matters

2. Customer Satisfaction, Market Share, and Profitability: Findings from Sweden

3. The Antecedents and Consequences of Customer Satisfaction for Firms

4. Customer delight in a retail context: investigating delightful and terrible shopping experiences

5. Behavioural responses to customer satisfaction: an empirical study

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1. Re-imagining delightful experiences in “New Normal” conditions: A systematic critical review and future research agenda;International Journal of Hospitality Management;2024-07

2. Capturing customer delight in hotels: key drivers and consequences;Anatolia;2024-04-10

3. A psychological mechanism of surprise impacts risky decision making;Current Psychology;2024-01-04

4. Analysing the Impact of Omni-channel Customer Delight on Repurchase Intention;Global Business Review;2023-08-16

5. A Multisector Analysis of Tourist Delight and Positive Visitor Outcomes;Journal of Quality Assurance in Hospitality & Tourism;2023-07-30

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