Should We Delight the Customer?

A circumplex model of affect.

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A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

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Out of the Crisis

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The antecedents and consequences of customer satisfaction for firms

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A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions

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Attractive Quality and Must-Be Quality

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Emotion, a psychoevolutionary synthesis

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The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction

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Effect Symmetry of Benefit Criteria in Postpurchase Evaluations

Lee, D., Yu, G. B., Merunka, D. R., Bošnjak, M., Sirgy, M. J., & Johar, J. S. (2015) · Psychology and Marketing · doi:10.1002/mar.20807 · Cited by 8

S-shape relationship between customer satisfaction and willingness to pay premium prices for high quality cured pork products in Spain

Torres, A. C., Gallego, P. A. M., & Torres, J. M. C. (2011) · Meat Science · doi:10.1016/j.meatsci.2011.11.020 · Cited by 8

Impact of Switching Costs on the Tripartite Model - Third Party Logistics

Chin, S. H., Soh, K. L., & Wong, W. P. (2013) · Management Science · Cited by 8

The Influence of Value Co-Creation on Consumer Satisfaction

Garcia-Haro, M. A., Martínez‐Ruiz, M. P., & Cañas, R. M. (2015) · International Journal of Online Marketing · doi:10.4018/ijom.2015100104 · Cited by 7

Designing Tourism Services in an Era of Information Overload

Magnini, V. P. (2016) · Tourism on the verge · doi:10.1007/978-3-319-42773-7_11 · Cited by 8

Revealing the Impact of the Crowdsourcing Experience on the Engagement ProcessPreprint

Troll, J., Blohm, I., & Leimeister, J. M. (2016) · SSRN Electronic Journal · doi:10.2139/ssrn.3159132 · Cited by 8

Unlocking Service Provider Excellence: Expanding the Touchpoints, Context, Qualities Framework

Hung, H.-Y., Lee, N. J., & Hu, Y. (2023) · Journal of Service Research · doi:10.1177/10946705231218406 · Cited by 9

Tourism Services, Micro-Blogging, and Customer Feedback

Sotiriadis, M. D., & Zyl, C. V. (2015) · Advances in marketing, customer relationship management, and e-services book series · doi:10.4018/978-1-4666-8408-9.ch007 · Cited by 7

Need for distinction moderates customer responses to preferential treatment

Pontes, V., Greer, D. A., Pontes, N., & Beatson, A. (2022) · Journal of Services Marketing · doi:10.1108/jsm-02-2021-0053 · Cited by 7

Development of a short questionnaire for measuring service quality perceptions

Muñoz, R. D., & Arciniega, L. M. (2015) · DECISION · doi:10.1007/s40622-015-0072-6 · Cited by 7

Under-promising and over-delivering: pleasing the customer or strategic blunder?

Topaloglu, O., & Fleming, D. E. (2017) · Journal of Services Marketing · doi:10.1108/jsm-08-2016-0301 · Cited by 11

Domestic confinement crisis and its un-intensifying effect on service quality expectations towards e-stores: the case of the COVID-19 pandemic in Mexico

Martínez, J. V., Trujillo, A., & Vásquez-García, F. (2022) · The International Review of Retail Distribution and Consumer Research · doi:10.1080/09593969.2022.2048412 · Cited by 7

ANALISIS SENTIMEN BERBASIS ASPEK MARKETING MIX TERHADAP ULASAN APLIKASI DOMPET DIGITAL (STUDI KASUS: APLIKASI LINKAJA PADA TWITTER)

Rifqy Mikoriza, T., & Budi, I. D. (2022) · Jurnal Darma Agung · doi:10.46930/ojsuda.v30i2.1672 · Cited by 7

A View from the Aisle Revisited: Delight and Outrage in the Classroom

Swanson, S. R., Azab, C., & Davis, J. C. (2015) · Marketing Education Review · doi:10.1080/10528008.2015.1044858 · Cited by 7

Curvilinear effects of e-loyalty in China’s online tourism industry

Yang, X., Zhang, X., Goh, S. H., & Anderson, C. S. (2017) · Nankai Business Review International · doi:10.1108/nbri-12-2016-0044 · Cited by 7

¿Postureo o disfrute de la experiencia gastronómica? Efectos de la reputación y la experiencia en la recomendación de los restaurantes de alto nivel

Daries, N., Ferrer-Rosell, B., Fransi, E. C., & Mariné-Roig, E. (2018) · Cuadernos de Turismo · doi:10.6018/turismo.42.05 · Cited by 7

When it’s too good to be true: Consumers’ reactions and firms’ responses to unintended price mistakes

Xia, L., & Roggeveen, A. L. (2020) · Journal of Business Research · doi:10.1016/j.jbusres.2020.03.024 · Cited by 8

JCSIによる顧客満足モデルの構築

譲司, 小. (2010) · Quarterly Journal of Marketing · doi:10.7222/marketing.2010.028 · Cited by 7

A netnography study to uncover the underlying dimensions of customer experience with resort brandsPreprint

Ismail, A., Melewar, T., & Woodside, A. G. (2010) · Brunel University Research Archive (BURA) (Brunel University London) · Cited by 7

The other extreme of the circumplex of emotion: an investigation of consumer outrage

Bourdeau, B. L., Cronin, J. J., Padgett, D. T., Voorhees, C. M., & White, K. (2024) · Journal of Services Marketing · doi:10.1108/jsm-03-2023-0067 · Cited by 6

In search of restaurant excellence in Peru: key insights on food values

Cristóbal-Lobatón, I. M., Martínez‐Ruiz, M. P., López-Sánchez, J. L., & Curo, C. P. (2023) · British Food Journal · doi:10.1108/bfj-03-2023-0198 · Cited by 7

The quest for delightful experiences and profitable enterprises: how customer delight impacts financial performance

Torres, E. N., Kizildag, M., & Lee, J. (2024) · Journal of Service Theory and Practice · doi:10.1108/jstp-04-2023-0112 · Cited by 6

Software product features: should we focus on the attractive or the important?

Kakar, A. K. (2015) · Journal of Decision System · doi:10.1080/12460125.2015.1080587 · Cited by 6

Personal Interaction Encounter, Customer Involvement, Familiarity and Customer Service Experience in Malaysian Public Universities

Mamat, M., Haron, M. S., & Razak, N. S. A. (2014) · Procedia - Social and Behavioral Sciences · doi:10.1016/j.sbspro.2014.04.034 · Cited by 6

Feature fatigue analysis based on behavioral decision making

Wu, M., & Wang, L. (2011) · IEEE International Conference on Industrial Engineering and Engineering Management (IEEM) · doi:10.1109/ieem.2011.6117981 · Cited by 6

Brand Portfolio and Over-Supply

Gnecchi, F. (2005) · Symphonya Emerging Issues in Management · doi:10.4468/2005.1.05gnecchi · Cited by 6

Do good and talk about it! Disclosure and reward of discretionary kindness

Gürtler, O., Walkowitz, G., & Wiesen, D. (2019) · Journal of Economic Behavior & Organization · doi:10.1016/j.jebo.2019.03.023 · Cited by 6

Profiling Gastronomes from their Food Experience Journey

Hendijani, R. B., & Boo, H. C. (2020) · Journal of Hospitality & Tourism Research · doi:10.1177/1096348020917741 · Cited by 6

Encantamento do cliente: proposição de uma escala para mensuração do constructo

de Almeida, S. O., & Nique, W. M. (2007) · Revista de Administração Contemporânea · doi:10.1590/s1415-65552007000400006 · Cited by 6

The applicability of the Human Sigma Model to service quality management in the UK tourism industry : an operational analysis

Sutton, C. (2014) · CLOK (University of Central Lancashire) · Cited by 6

The Unbundling and Rebundling of the Faculty Role in E-Learning Community College Courses

Smith, V. C. (2008) · UA Campus Repository (The University of Arizona) · Cited by 6

A Multisector Analysis of Tourist Delight and Positive Visitor Outcomes

Bangwayo-Skeete, P., Barnes, D. C., Schuhmann, P., Skeete, R. W., & Torres, E. N. (2023) · Journal of Quality Assurance in Hospitality & Tourism · doi:10.1080/1528008x.2023.2240015 · Cited by 5

Under-over benefitting perceptions and evaluation of services

Martínez‐Tur, V., Estreder, Y., Moliner, C., Sánchez-Hernández, R. M., & Silla, J. M. P. (2016) · Journal of Service Theory and Practice · doi:10.1108/jstp-11-2014-0249 · Cited by 5

Present Buddha with borrowed flowers: Customer-oriented deviant behaviors

Li, P., Ying, Z. H. O. U., Zhen, W. A. N. G., & Yuqing, S. U. N. (2020) · Advances in Psychological Science · doi:10.3724/sp.j.1042.2020.02150 · Cited by 5

The influence of the number of brand community memberships on customer centric measures

Haverila, M. J., Haverila, K. C., McLaughlin, C., & Arora, M. (2022) · Journal of Marketing Analytics · doi:10.1057/s41270-022-00154-x · Cited by 5

A dynamic analysis of a monopolist's efforts for improving product quality and process innovation with reference price effects under linear demand

Guo, G., & Li, S. (2023) · Managerial and Decision Economics · doi:10.1002/mde.3820 · Cited by 5

If it ain’t broke, should you still fix it? Effects of incorporating user feedback in product development on mobile application ratings

Gökgöz, Z. A., Ataman, M. B., & van Bruggen, G. H. (2024) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2024.10.004 · Cited by 6

Emotions of Sport Spectators

Oshimi, D. (2015) · Springer eBooks · doi:10.1007/978-4-431-55324-3_2 · Cited by 5

Surprise as a marketing tool

Vanhamme, J., & Lindgreen, A. (2001) · TU/e Research Portal · Cited by 5

Design of Excellent Service Model on Department of Population and Civil Registration In City of Metro, Indonesia

Barusman, M. Y. S., Margono, M., & Redaputri, A. P. (2019) · International Journal of Research in Business and Social Science (2147-4478) · doi:10.20525/ijrbs.v8i2.197 · Cited by 5

Service failure and recovery strategies in the Balkans: an exploratory study

Azemi, Y., Ozuem, W., & Lancaster, G. (2019) · Qualitative Market Research · doi:10.1108/qmr-11-2017-0153 · Cited by 3

How much do plant guarantees reduce perceived risk?

Behe, B. K., & Fry, J. E. (2019) · Journal of Risk Research · doi:10.1080/13669877.2019.1569092 · Cited by 5

Construction Of International Student Satisfaction Model Under The Internationalization Of Higher Education：New Normal Perspective

Li, F. (2021) · Turkish Journal of Computer and Mathematics Education (TURCOMAT) · Cited by 5

Multi-Dimensionality of Overall Consumer Satisfaction - Socio-Technical Perspective

Kwok, D., Land, L. P. W., & Stephens, G. (2009) · Journal of the Association for Information Systems · Cited by 5

The hidden value of sporadic customers in e‐retailing

Jóia, L. A., & Sanz, P. S. D. S. (2005) · Internet Research · doi:10.1108/10662240510577040 · Cited by 5

El desarrollo de políticas públicas locales como garantes de la satisfacción de los ciudadanos

Rodríguez, P. G., & García-Inés, M. J. (2008) · Cited by 5

Determinanten der Kundenbindung

Grohmann, M., Heumann, C., & von Wangenheim, F. (2017) · Springer eBooks · doi:10.1007/978-3-658-13650-5_3 · Cited by 5

Mechanical engineering design across cultures : a method of designing for cultures

Bossuyt, V., & Douglas, L. (2008) · Cited by 5

Setting the future of digital and social media marketing research: Perspectives and research propositions

Dwivedi, Y. K., Ismagilova, E., Hughes, D. L., Carlson, J., Filieri, R., Jacobson, J., Jain, V., Karjaluoto, H., Kéfi, H., Krishen, A. S., et al. (2024) · doi:10.32920/25475263.v1 · Cited by 7

Feeling good and doing more: How does the customer respond to pro-customer deviance in the context of hospitality

Ji, Y., Xu, X., & Ji, J. (2022) · Frontiers in Psychology · doi:10.3389/fpsyg.2022.1025210 · Cited by 4

A Meta-Analysis of the Antecedents and Consequences of Delight in Tourism and Hospitality Research

Terrah, A., Liu, S., & Nanu, L. (2022) · Advances in Hospitality and Tourism Research (AHTR) · doi:10.30519/ahtr.986781 · Cited by 4

Promoting customer loyalty in the mobile service industry in South Africa: The roles of satisfaction and delight

Masoma, R. P., & Maduku, D. K. (2025) · Journal of General Management · doi:10.1177/03063070251335386 · Cited by 4

The hedonic valuation of South African wine brands

Priilaid, D., & Rensburg, P. V. (2012) · South African Journal of Business Management · doi:10.4102/sajbm.v43i1.173 · Cited by 4

Knowledge management in cyberphysical systems: determining the quality requirements for health systems with the Kano model

Fatta, D. D., Roblek, V., & Dominici, G. (2018) · International Journal of Markets and Business Systems · doi:10.1504/ijmabs.2018.090514 · Cited by 4

Analysing the Impact of Omni-channel Customer Delight on Repurchase Intention

Gupta, R., Kumar, V., Kaushik, A. K., & Gupta, D. D. (2023) · Global Business Review · doi:10.1177/09721509231178969 · Cited by 5

Modeling and testing the impacts of an experiential enrichment strategy: The case of a tourist experience

Bonnefoy-Claudet, L., Mencarelli, R., & Lombart, C. (2015) · Recherche et Applications en Marketing (English Edition) · doi:10.1177/2051570715604162 · Cited by 4

From good to great: nonlinear improvement of healthcare service

Liu, S., Chen, J., Sun, Z., & Zhu, M. Y. (2018) · International Journal of Pharmaceutical and Healthcare Marketing · doi:10.1108/ijphm-11-2017-0067 · Cited by 5

MAKAN DI LUAR SEBAGAI TREN REKREASI KELUARGA MASYARAKAT SLEMAN YOGYAKARTA

Wardiyanta, W., Hidayat, M., & Adila, F. (2019) · MEDIA BINA ILMIAH · doi:10.33758/mbi.v14i3.332 · Cited by 4

Brand Secret Micro-Collectives

Dretsch, H. J., & Reid, C. E. (2021) · Journal of the Association for Consumer Research · doi:10.1086/715544 · Cited by 4

An Empirical Analysis of the Relationship between Strategic Outsourcing and Performance of Kenya Commercial Bank in Kenya

Muli, K., & Kinyua, G. (2021) · Cited by 4

The Effects of Local Food Consumption Motivations on Customer Satisfaction: A Research on Turkish Food

Perçin, N. Ş., Eren, D., & SEZGİN, A. (2021) · Journal of Social Research and Behavioral Sciences · doi:10.52096/jsrbs.6.1.7.13.20 · Cited by 4

A Taxonomy of Customer Dissatisfaction-Related Coping Tactics Based on Dissatisfaction-Related Goals

Artis, A. B. (2004) · Cited by 4

Delight, satisfaction, and behavioral intentions in a hospital setting: The role of environmental and interpersonal services

Robinson, G. J. (2012) · EngagedScholarship @ Cleveland State University (Cleveland State University) · Cited by 4

Delight in Watching Sports

Oshimi, D., & Harada, M. (2013) · Japanese Journal of Sport Management · doi:10.5225/jjsm.2013-003 · Cited by 4

Factors influencing the airline choice of Generation X

Abubakar, B., Hall, J., & Oppenheim, P. (2001) · Swinburne figshare (Swinburne University of Technology) · Cited by 4

Customer Delight-A Milestone for the Banks

Mishra, I. (2018) · Asian Journal of Research in Social Sciences and Humanities · doi:10.5958/2249-7315.2018.00061.8 · Cited by 4

Toward Customer Love: Investigating the Antecedents and Outcomes of Satisfied Customers’ Emotional Attachments to Retailers

Kim, H. (2007) · Cited by 4

Public leisure facilities: managing customer expectations

Robinson, L. (2004) · Proceedings of the Institution of Civil Engineers - Municipal Engineer · doi:10.1680/muen.157.2.129.42746 · Cited by 4

Kundenfrustration: Zur Marketingrelevanz der Frustrationstheorie

Stauß, B. (2004) · Deutscher Universitätsverlag eBooks · doi:10.1007/978-3-322-81694-8_4 · Cited by 4

Setting the future of digital and social media marketing research: Perspectives and research propositions

Dwivedi, Y. K., Ismagilova, E., Hughes, D. L., Carlson, J., Filieri, R., Jacobson, J., Jain, V., Karjaluoto, H., Kéfi, H., Krishen, A. S., et al. (2024) · doi:10.32920/25475263 · Cited by 4

A Competitive Model of Price Dispersion in Online RetailingPreprint

Ba, S., Stallaert, J., & Zhang, J. (2007) · SSRN Electronic Journal · doi:10.2139/ssrn.965774 · Cited by 4

Investigating the impact of innovative behavior on customer experiential value and satisfaction in the airline omnichannel environment

Polat, İ., Sesliokuyucu, O. S., Doğan, S., & Çobanoğlu, C. (2025) · Journal of Air Transport Management · doi:10.1016/j.jairtraman.2025.102932 · Cited by 4

Verhaltenseffekte bei Überbuchung von Servicekapazitäten

von Wangenheim, F., & Bayón, T. (2014) · Springer eBooks · doi:10.1007/978-3-658-00735-5_6 · Cited by 3

Exploring the Asymmetric Effects of Perceived Quality on Product Evaluation: A Study of Automobile Review

Yang, T., Dang, Y., & Wu, J. (2022) · Communications in computer and information science · doi:10.1007/978-981-19-3610-4_5 · Cited by 4

Gastronomy Tourism in Athens, Motivations and Resources: A Push and Pull Approach

Kalpidis, C., Bersimis, F., & Τσάρτας, Π. (2023) · Springer proceedings in business and economics · doi:10.1007/978-3-031-29426-6_32 · Cited by 3

What Motivates New Venture Investors? A Mixed-Method Study Approach

Vazirani, A., & Bhattacharjee, T. (2024) · IEEE Transactions on Engineering Management · doi:10.1109/tem.2024.3404882 · Cited by 3

Relative importance of competing marketing strategies on different customer metrics: a meta-analytic review of customer equity drivers

Vieira, V. A., Rafael, D., & Ou, Y. (2024) · European Journal of Marketing · doi:10.1108/ejm-08-2022-0601 · Cited by 4

Satisfacción y Fidelización del Cliente

Barrientos–Báez, A., Zaera, E. C., & Domínguez, D. C. (2025) · VISUAL REVIEW International Visual Culture Review / Revista Internacional de Cultura Visual · doi:10.62161/revvisual.v17.5817 · Cited by 3

Surprise discounts promote more effectively than unexpected discounts: The moderating effect of consumption goal

Xu, T., Wang, E., Yang, Z., Zhou, X., & Zheng, G. (2025) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2025.104408 · Cited by 3

Online Service Failure and Recovery Strategies: Examining the Influences of User-Generated Content

Ayertey, S., Ranfagni, S., & Okafor, S. (2021) · Springer eBooks · doi:10.1007/978-3-030-70324-0_11 · Cited by 3

The Influence of Nationality and Service Quality on Positive Affect, Negative Affect and Delightedness

Lee, J.-W., Ralston, L. S., Ellis, G. D., & Park, J. (2011) · ScholarWorks@UMassAmherst (University of Massachusetts Amherst) · Cited by 3

The Role of Social Media Marketing and Product Characteristics on Increasing Consumer Satisfaction and Korean Skincare Products Repurchase Intention in Indonesia

Noviani, R., Anugrah, F., Manangka, T. I., & Yuniarty, Y. (2022) · International Conference on Business and Industrial Research (ICBIR) · doi:10.1109/icbir54589.2022.9786467 · Cited by 3

Developing a model on the effects of perceived value on post consumption outcomes: a new insight into altruistic value

황미진 (2014) · journal of consumer policy studies · doi:10.15723/jcps.45.1.201404.1 · Cited by 3

Service gap deployment: a framework to link quality gaps to service activities

Mastrogiacomo, L., & Franceschini, F. (2017) · International Journal of Services and Operations Management · doi:10.1504/ijsom.2018.10009104 · Cited by 3

Delight in the User Experience: Form and Place

Sosa-Tzec, O. (2022) · [ ] With Design: Reinventing Design Modes · doi:10.1007/978-981-19-4472-7_8 · Cited by 3

A study on purchasing behavior of teenagers in T aiwan: example of counterfeit goods

Fan, W., Lan, C., Huang, Y., & Chang, R. (2013) · Journal of Applied Social Psychology · doi:10.1111/jasp.12092 · Cited by 3

Pengaruh Kualitas Pelayanan Terhadap Loyalitas Debitur Kredit Produktif (Studi pada Kantor Cabang BNI SKC Malang)

Putra, I. W. J. A. (2012) · Jurnal Aplikasi Manajemen · Cited by 3

A decision -making framework for total ownership cost management of complex systems: A Delphi study

King, R. J. (2007) · Cited by 3

The Effect of Surprise on Customer Satisfaction: The Moderating Role of Status Consumption

Hsu, Y.-H., Fang, W., & Tseng, W.-Y. (2016) · International journal of business and information/International journal of business & information · doi:10.6702/ijbi.2016.11.2.4 · Cited by 3

Tourist behavioral loyalty: a comparison of first-time and repeat tourist in the UNESCO World Heritage Site (WHS) in Malaysia

Leong, Q.-L., & Ab.Karim, S. (2019) · Ottoman Journal of Tourism and Management Research · doi:10.26465/ojtmr.2018339523 · Cited by 3

Negative Effekte von Loyalitätsprogrammen — eine frustrationstheoretische Fundierung

Stauß, B., Schmidt, M., & Schöler, A. (2004) · Deutscher Universitätsverlag eBooks · doi:10.1007/978-3-322-81903-1_13 · Cited by 3

The Realization of Attractive Quality : Conceptual and practical perspectives within the TQM system

Lilja, J. (2010) · Diva portal (Dalarna University Library) · Cited by 3

Fatores críticos no comportamento do consumidor online: um estudo exploratório

Caro, A. (2005) · doi:10.11606/d.12.2005.tde-27102005-143216 · Cited by 3

Online travel service quality: the importance of pre-transaction servicesPreprint

van Riel, A. C. R., Semeijn, J., & Pauwels, P. F. J. (2003) · RePEc: Research Papers in Economics · doi:10.26481/umamet.2003033 · Cited by 3

Customer Relationship Management: Maximizing Customer Lifetime Value

Lewis, M. V. (2011) · Wiley Encyclopedia of Operations Research and Management Science · doi:10.1002/9780470400531.eorms0213 · Cited by 3

Co-creating value: Through the gate and beyond

Parry, G., & Green, E. (2017) · UWE Research Repository (UWE Bristol) · Cited by 3

Exploring the components of “Kando” and the factors evoking it during motorcycle riding

Wada, Y., Bizen, Y., Isaka, T., & Hayakawa, T. (2024) · Transportation Research Interdisciplinary Perspectives · doi:10.1016/j.trip.2024.101104 · Cited by 3

Power of anticipatory imagination: driving delight in in-store retail settings

Barnes, D. C., Collier, J. E., Krallman, A., & Jones, C. L. E. (2025) · European Journal of Marketing · doi:10.1108/ejm-01-2024-0071 · Cited by 2

A probability-based linguistic decision-making approach to a reliable Kano model for classifying quality attributes

Yan, H.-B., Qu, L., & Huynh, V. (2025) · Applied Soft Computing · doi:10.1016/j.asoc.2025.114381 · Cited by 2

Customer delight

Roy, S. S. (2017) · Routledge eBooks · doi:10.4324/9781315445526-26

Impact of customer service to achieve customer delight

Bhavana Mehta, A. R. (2025) · Journal of Informatics Education and Research · doi:10.52783/jier.v5i2.2937

Delight the Customer: A Predictive Model for Repeat Purchase Behavior

Alexander, M. (2012) · Journal of Relationship Marketing · doi:10.1080/15332667.2012.682329 · Cited by 18

Delighting the customers : How customers get their expectations exceeded

Strömberg, M., & Frisk, L. (2011) · Epubl LTU · Cited by 1

Customer delight: universal remedy or a double-edged sword?

Ludwig, N. L., Heidenreich, S., Kraemer, T., & Gouthier, M. H. J. (2017) · Journal of Service Theory and Practice · doi:10.1108/jstp-08-2015-0197 · Cited by 34