The DOI matches its Crossref record; 11 of the 11 references it cites were found in a registry or an index.
Customer delight: Foundations, findings, and managerial insight
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Citations
Cites
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Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
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Cited by
Understanding customer experience throughout the customer journey
Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765
Some antecedents and outcomes of brand love
Carroll, B. A., & Ahuvia, A. C. (2006) · Marketing Letters · doi:10.1007/s11002-006-4219-2 · Cited by 2,283
Customer Satisfaction: A Meta-Analysis of the Empirical Evidence
Szymanski, D. M., & Henard, D. H. (2001) · Journal of the Academy of Marketing Science · doi:10.1177/0092070301291002 · Cited by 2,002
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004) · Journal of the Academy of Marketing Science · doi:10.1177/0092070304263330 · Cited by 1,828
The Process of Customer Engagement: A Conceptual Framework
Bowden, J. L.-H. (2009) · Journal of Marketing Theory and Practice · doi:10.2753/mtp1069-6679170105 · Cited by 1,365
Prayag, G., Hosany, S., Muskat, B., & Del Chiappa, G. (2017) · Journal of Travel Research · doi:10.1177/0047287515620567 · Cited by 924
Bai, B., Law, R., & Wen, I. (2008) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2007.10.008 · Cited by 749
Should we delight the customer?
Rust, R. T., & Oliver, R. L. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281008 · Cited by 712
Self-citationThe Global Internet Shopper: Evidence from Shopping Tasks in Twelve Countries
Lynch, P. D., Kent, R. J., & Srinivasan, S. S. (2001) · Journal of Advertising Research · doi:10.2501/jar-41-3-15-23 · Cited by 347
N. Bolton, R., Gustafsson, A., McColl-Kennedy, J., J. Sirianni, N., & K. Tse, D. (2014) · Journal of Service Management · doi:10.1108/josm-01-2014-0034 · Cited by 312
Brill, T. M., Munoz, L., & Miller, R. J. (2019) · Journal of Marketing Management · doi:10.1080/0267257x.2019.1687571 · Cited by 291
Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes
Estelami, H. (2000) · Journal of Service Research · doi:10.1177/109467050023006 · Cited by 195
In Pursuit of Enhanced Customer Retention Management: Review, Key Issues, and Future Directions
Ascarza, E., Neslin, S. A., Netzer, O., Anderson, Z., Fader, P. S., Gupta, S., Hardie, B. G. S., Lemmens, A., Libai, B., Neal, D., et al. (2018) · Customer Needs and Solutions · doi:10.1007/s40547-017-0080-0 · Cited by 190
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
Delighted or Satisfied? Positive Emotional Responses Derived from Theme Park Experiences
Ma, J., Scott, N., Gao, J., & Ding, P. (2017) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2015.1125824 · Cited by 138
Bues, M., Steiner, M., Stafflage, M., & Krafft, M. (2017) · Psychology & Marketing · doi:10.1002/mar.20981 · Cited by 110
Relational benefits, switching barriers and loyalty: A study of airline customers in Taiwan
Chang, Y.-H., & Chen, F.-Y. (2007) · Journal of Air Transport Management · doi:10.1016/j.jairtraman.2006.10.001 · Cited by 109
Encoding fear intensity in human sweat
de Groot, J. H. B., Kirk, P. A., & Gottfried, J. A. (2020) · Philosophical Transactions of the Royal Society B: Biological Sciences · doi:10.1098/rstb.2019.0271 · Cited by 45
Consumer Engagement in the Digital Era: Its Nature, Drivers, and Outcomes
Weitzl, W., & Einwiller, S. (2018) · The Handbook of Communication Engagement · doi:10.1002/9781119167600.ch31 · Cited by 14
Metadata
- Authors
- Oliver, R.
- Venue
- Journal of Retailing
- Publisher
- Elsevier BV
- Published
- 1997
- Volume
- 73
- Issue
- 3
- Pages
- 311-336
- ISSN
- 0022-4359 (ISSN-L)
- OpenAlex
- W1608238977
- Cited by
- 1,648
- References
- 11
- FWCI
- 19.91
- Type
- journal article
- Language
- en
- Open access
- closed
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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.
