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Should We Delight the Customer?
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“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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Metadata
- 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 › Marketing › 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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