To Delight, or Not to Delight? This is the Question Service Firms Must Address
Author:
Affiliation:
1. a College of Business, SUNY Fredonia, Fredonia, NY
2. b Jennings A. Jones College of Business, Middle Tennessee State University, Murfreesboro, TN
3. c College of Business, Mississippi State University, Starkville, MS
Publisher
Informa UK Limited
Subject
Marketing
Link
https://www.tandfonline.com/doi/pdf/10.2753/MTP1069-6679180305
Reference30 articles.
1. Towards an Understanding of Inequity;J. Adams;Journal of Abnormal & Social Psychology,1963
2. Customer Satisfaction, Market Share, and Profit-ability: Findings from Sweden;Eugene Anderson;Journal of Marketing,1994
3. Customer Delight in a Retail Context: Investigating Delightful and Terrible Shopping Experiences;Mark Arnold;Journal of Business Research,2005
4. The Effect of Perceived Service Quality and Name Familiarity on the Service Selection Decision;Raj Arora;Journal of Services Marketing,1996
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