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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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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