Entrepreneurial marketing: an analytical viewpoint on perceived quality and customer delight

Abstract

Purpose Entrepreneurial marketing is a hybrid concept of entrepreneurship and marketing defining business for future challenges. This study aims to examine the following two issues of entrepreneurial marketing concerning impact of perceived quality on customer delight: first, identifying entrepreneurial marketing factors of delight and customer perceived quality to develop the model; second, applying the aforesaid model to discriminate customer delight in categories of gender as male delight and female delight. Design/methodology/approach In this endeavour, the authors examined the data collected from survey of Indian mobile users. In total ten perceived quality predictor variables are used to measure customer delight. Further, for identifying the difference in male delight and female delight, discriminant analysis is used. Findings The conceptual and empirical vantage point of study provides a framework to entrepreneurs emphasizing on male and female customers distinctly during marketing. Research limitations/implications The results are used to sketch the profile of male and female customer segment, and innovative applications are discussed for business success. Though proposed approach is limited to gender, mobile users still open the avenue for researchers to work on other demographic factors and product categories. Practical implications The theoretical underpinnings warrant practical applications of quality dimensions in telecom market for creation of customer delight. The present gender classification of customer delight will assist the entrepreneurs, intrapreneurs and product developers in developing the competitive business policy. Social implications The classification of male and female delight suggests the female segment of Indian telecom market is socially important and as similar to the male segment. Originality/value The study is a novel assessment of customer delight on gender quality perception contributing the newly explored concept of entrepreneurial marketing.