Should we delight the customer?
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When customers develop habits to using specific technologies, their initial customer delight is expected to transfer to their realm of expectation.
“This has important implications for CX management as when customers develop habits to using specific technologies, their initial customer delight is expected to transfer to their realm of expectation (c.f.Rust and Oliver, 2000).”
From Setting the future of digital and social media marketing research: Perspectives and research propositions (2021) · cites this paper as Rust and Oliver, 2000
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- Authors
- Rust, R. T., & Oliver, R. L.
- Affiliations
- Vanderbilt University (US)
- ORCID
- Rust, R. T.
- Venue
- Journal of the Academy of Marketing Science
- Published
- 2000-01-01
- Volume
- 28
- Issue
- 1
- Pages
- 86-94
- ISSN
- 0092-0703 (ISSN-L)
- OpenAlex
- W2139746788
- Cited by
- 712
- References
- 38
- Citations by year
- 2026: 5 · 2025: 19 · 2024: 19 · 2023: 25 · 2022: 30 · 2021: 27 · 2020: 40 · 2019: 37 · 2018: 20 · 2017: 44 · 2016: 43 · 2015: 34 · 2014: 47 · 2013: 36 · 2012: 29
- FWCI
- 32.44
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of the Academy of Marketing Science (publishedVersion)
- Funders
- Washington University in St. Louis
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Market Behavior and Pricing
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Keywords
- customer delight, customer satisfaction, customer expectations, repurchase intention, customer churn, customer loyalty, competition
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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.
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