The DOI matches its Crossref record; 11 of the 11 references it cites were found in a registry or an index.
Customer delight in a retail context: investigating delightful and terrible shopping experiences
Overview
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Citations
Cites
Russell, J. A. (1980) · Journal of Personality and Social Psychology · doi:10.1037/h0077714 · Cited by 16,334
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
The critical incident technique.
Flanagan, J. C. (1954) · Psychological Bulletin · doi:10.1037/h0061470 · Cited by 8,191
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
The antecedents and consequences of customer satisfaction for firms
Anderson, E. W., & Sullivan, M. W. (1993) · Marketing Science · doi:10.1287/mksc.12.2.125 · Cited by 4,610
Mano, H., & Oliver, R. L. (1993) · Journal of Consumer Research · doi:10.1086/209361 · Cited by 1,973
Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis
Fornell, C., & Wernerfelt, B. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400401 · Cited by 1,395
Ganesh, J., Arnold, M. J., & Reynolds, K. E. (2000) · Journal of Marketing · doi:10.1509/jmkg.64.3.65.18028 · Cited by 1,305
Self-citation
Cited by
Measuring customer experience in banks: scale development and validation
Garg, R., Rahman, Z., & Qureshi, M. N. (2014) · Journal of Modelling in Management · doi:10.1108/jm2-07-2012-0023 · Cited by 196
The interplay of customer experience and commitment
Keiningham, T., Ball, J., Benoit (née Moeller), S., Bruce, H. L., Buoye, A., Dzenkovska, J., Nasr, L., Ou, Y.-C., & Zaki, M. (2017) · Journal of Services Marketing · doi:10.1108/jsm-09-2016-0337 · Cited by 156
Bues, M., Steiner, M., Stafflage, M., & Krafft, M. (2017) · Psychology & Marketing · doi:10.1002/mar.20981 · Cited by 110
Bäckström, K., & Johansson, U. (2017) · The International Review of Retail, Distribution and Consumer Research · doi:10.1080/09593969.2017.1314865 · Cited by 39
Cervellon, M.-C., Poujol, J. F., & Tanner, J. F. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2019.04.013 · Cited by 27
Metadata
- Authors
- Arnold, M. J., Reynolds, K. E., Ponder, N., & Lueg, J. E.
- Venue
- Journal of Business Research
- Publisher
- Elsevier BV
- Published
- 2005-08
- Volume
- 58
- Issue
- 8
- Pages
- 1132-1145
- ISSN
- 0148-2963 (ISSN-L)
- OpenAlex
- W2114931046
- Cited by
- 420
- References
- 11
- FWCI
- 10.76
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
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How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: Customer delight in a retail context: investigating delightful and terrible shopping experiences. https://app.cochat.ai/papers/10.1016/j.jbusres.2004.01.006
- The paper
- Arnold, M. J., Reynolds, K. E., Ponder, N., & Lueg, J. E. (2005). Customer delight in a retail context: investigating delightful and terrible shopping experiences. Journal of Business Research. https://doi.org/10.1016/j.jbusres.2004.01.006
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
