Investigating the Key Routes to Customer Delight
Author:
Affiliation:
1. a College of Business, SUNY Fredonia, Fredonia, NY
2. b College of Business, Mississippi State University, Mississippi State, MS
Publisher
Informa UK Limited
Subject
Marketing
Link
https://www.tandfonline.com/doi/pdf/10.2753/MTP1069-6679190401
Reference54 articles.
1. From Disgust to Delight: Do Customers Hold a Grudge?;Tor Andreassen;Journal of Service Research,2001
2. Customer Delight in a Retail Context: Investigating Delightful and Terrible Shopping Experiences;Mark Arnold;Journal of Business Research,2005
3. River Magic: Extraordinary Experience and the Extended Service Encounter;Eric Arnould;Journal of Consumer Research,1993
4. Service with a Smile and Encounter Satisfaction: Emotional Contagion and Appraisal Mechanisms;Patricia Barger;Academy of Management Journal,2006
5. To Delight, or Not to Delight? This Is the Question Service Firms Must Address;Donald Barnes;Journal of Marketing Theory and Practice,2010
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