Cited by 712Customer Service Quality and LoyaltyConsumer Market Behavior and PricingService and Product Innovation

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Should We Delight the Customer?

Rust, R. T., Oliver, R. L.·2000·Journal of the Academy of Marketing Science

DOI 10.1177/0092070300281008

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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
Publisher: Springer Science and Business Media LLC
Published: 2000-01-01
Volume: 28
Issue: 1
Pages: 86-94
ISSN: 0092-0703 (ISSN-L)
DOI: 10.1177/0092070300281008
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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