Should We Delight the Customer?

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A study of customer commitment through the use of the conversion model in the South African motor vehicle industry

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Longitudinal upgrades and asymmetric effects of satisfaction and perceived-value

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Linking Customer-Integration and Co-Production to Service-Quality-Performance: The Importance of Quality-Control Initiatives

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A New Perspective on Labor: How Marketing Can Address Modern Worker Dilemmas

Moran, N., & Gabler, C. B. (2023) · Journal of Nonprofit & Public Sector Marketing · doi:10.1080/10495142.2023.2178591 · Cited by 2

The Impact of Surprise Elements on Customer Satisfaction

Martins, M., Roxo, M. T., & Brito, P. Q. (2023) · Smart innovation, systems and technologies · doi:10.1007/978-981-19-9099-1_38 · Cited by 2

Contextual Influences＂ Online Service Failure and Recovery Strategies

Azemi, F., Ozuem, W., & Azemi, Y. (2015) · Chinese Business Review · doi:10.17265/1537-1506/2015.08.002 · Cited by 1

Effect of Age and Occupation on Customer Delight: An Empirical Study With Respect To Departmental Store

Kasambu, N., & Sritharan, R. (2018) · Asian Journal of Managerial Science · doi:10.51983/ajms-2018.7.2.1309 · Cited by 2

An Empirical Test of Educational Donors’ Satisfaction Levels in Donating for Education before and after the COVID-19 Era

Pan, H., & Ha, H. (2022) · Sustainability · doi:10.3390/su141912874 · Cited by 2

Service work and service workers: exploring the dynamics of front-line service encounters

Ogbonna, E. (2011) · doi:10.1007/978-0-230-36595-7_16 · Cited by 2

The influence of staged experiences on delightedness and behavioral intentions

Richins, C. (2012) · J. Willard Marriott Library · doi:10.26053/0h-90hh-4sg0 · Cited by 2

Exploring customer delight experiences in online shopping malls

Park, K., & Heo, S. (2013) · Korean Journal of Human Ecology · doi:10.5934/kjhe.2013.22.2.301 · Cited by 2

An Investigation into the Determinant of Jordanian Customer’s Loyalty towards Travel Agencies

Shammout, A. B., & Algharabat, R. (2013) · International Journal of Marketing Studies · doi:10.5539/ijms.v5n6p122 · Cited by 2

A study of customer care and satisfaction towards hotel service quality

Hung, L.-M., & Chen, C. C. (2013) · International Journal of Electronic Customer Relationship Management · doi:10.1504/ijecrm.2013.060710 · Cited by 2

A study on customer delight of banks in Tiruchirappalli district

Dhevika, V. P. T., Latasri, O. T. V., Karmugil, S., & Kavitha, S. (2014) · International Journal of Advanced Research in Management and Social Sciences · Cited by 2

Too Much of a Good Thing: Curvilinear Effects of Service Evaluation Constructs and the Mediating Role of Trust

Vlachos, P. A., Pramatari, K. C., & Vrechopoulos, A. (2011) · Journal of Services Marketing · Cited by 2

Heart-Capturing (Kandoh) Scene in Sports

Oshimi, D., & Harada, M. (2010) · Japanese Journal of Sport Management · doi:10.5225/jjsm.2010-002 · Cited by 2

Positioning fast moving luxury goods in a discount environment

Priilaid, D. (2016) · International Journal of Wine Business Research · doi:10.1108/ijwbr-05-2015-0016 · Cited by 2

Quality Assessment in an Occupational Health Setting Using SERVQUAL Instrument

Sakhvidi, M. J. Z., Zolfaghari, A., Mehrparvar, A. H., Sakhvidi, F. Z., Bahrami, M. A., Montazerolfaraj, R., & Mostaghaci, M. (2016) · DOAJ (DOAJ: Directory of Open Access Journals) · Cited by 2

SATISFAÇÃO E LEALDADE DOS CLIENTES DE CLÍNICAS MÉDICAS POPULARES

de Melo, J. M. G. N., Macedo, S. T. G. F., & Filho, J. O. F. G. (2016) · RAHIS - Revista de Administração Hospitalar e Inovação em Saúde · doi:10.21450/rahis.v13i2.3371 · Cited by 2

THE ROAD TO GUEST DELIGHT: AN EMPIRICAL EXPLORATION IN THE HOTEL INDUSTRY

Goswami, S. (2011) · Asean Journal on Hospitality and Tourism · doi:10.5614/ajht.2011.10.2.05 · Cited by 2

Experience composite worth: A combination of experience quality and experience value

Amoah, F., Radder, L., & van Eyk, M. (2017) · Southern African Business Review · Cited by 2

Hedonic experience of customer re-patronizing intention: a system dynamics viewpoint

Chang, W., & Chang, C.-J. (2017) · Kybernetes · doi:10.1108/k-03-2017-0087 · Cited by 2

The Effects of Consumers' Delight on the Loyalty in Service Encounter Situation

고재중, & Suh, Y. (2012) · Management & Information Systems Review · doi:10.29214/damis.2012.31.2.010 · Cited by 2

Predicting Thalasso Tourist Delight: A Hybrid SEM—Artificial Intelligence Analysis

Medina, S., Naranjo-Barrera, Y. I., Alonso, J. B., & Rufo, J. (2018) · Complexity · doi:10.1155/2018/4329396 · Cited by 2

Supporting the contemporary tourism product: service management

Cooper, C., & Hall, C. M. (2007) · doi:10.4324/9780080554990-22 · Cited by 2

SERVICE CONTINUANCE INTENTION IN THE HEALTH INSURANCE SETTING: A PLS-SEM APPROACH

Ahmad, M. J. (2019) · Pakistan Journal of Humanities and Social Sciences Research · doi:10.37605/pjhssr.2.1.7 · Cited by 2

Effect Of Communication And Personalization On Loyalty With Trust As Mediating Variable

Jainr, K., Bhakar, S., & Bhakar, S. (2014) · Prestige International Journal of Management & IT - Sanchayan · doi:10.37922/pijmit.2014.v03i01.001 · Cited by 2

O sonho acabou?

Filho, E. P., & Añez, M. E. M. (2020) · Revista Brasileira de Pesquisa em Turismo · doi:10.7784/rbtur.v15i1.2109 · Cited by 2

Managing Customer Issues through a Support Channel Network

Mwegerano, A. (2014) · Doria (University of Helsinki) · Cited by 2

Reliability/Quality, Performance/Design, Innovativeness: Their Different Roles in Generating Buzz for Automobile

Feng, J. (2019) · Journal of Strategic Innovation and Sustainability · doi:10.33423/jsis.v14i6.2606 · Cited by 2

Assessing the Impact of Core Banking and Service Quality on Customer Satisfaction in Commercial Bank of Ethiopia (A case of Bishofftu Branch)

Abebe, E. (2014) · ABC Research Alert · doi:10.18034/ra.v2i2.285 · Cited by 2

Comportamento do consumidor e a compra on-line: uma análise multicultural

Caro, A. (2010) · doi:10.11606/t.12.2010.tde-05052010-114514 · Cited by 2

Willingness to buy from internet web sites: a suggested model

Chiam, K. M. M. (2006) · UWA Profiles and Research Repository (University of Western Australia) · Cited by 2

Relationship amongst market orientation service quality,firm innovation and fitness enterprises' performance in Kenya

Muigai, D. N. (2011) · Kenyatta University Institutional Repository (Kenyatta University) · Cited by 2

Development and change in the whale shark tourism industry at Ningaloo Marine Park, Western Australia

Catlin, J. (2010) · eSpace (Curtin University) · Cited by 2

Advances in Business Marketing & Purchasing

Woodside, A. G. (2013) · Emerald Group Publishing Limited eBooks · doi:10.1108/s1069-0964(2013)0000020010 · Cited by 2

What irritates consumers?: an empirical examination of the antecedents and consequences of consumer irritation

Thota, S. C. (2004) · doi:10.31390/gradschool_dissertations.3119 · Cited by 2

The “why” of HR practices: employee attributions regarding HR practices and resulting effects on service climate and employee attitudes in casinos

Kralj, A. (2014) · The University of Queensland · doi:10.14264/uql.2014.421 · Cited by 2

An analysis of customer retention strategies in e-commerce fashion business in the UK: A case study of PrimarkPreprint

Ologunebi, J. (2023) · SSRN Electronic Journal · doi:10.2139/ssrn.4628521 · Cited by 8

RETRACTRED ARTICLE: Impact of employee efforts and expertise on customer surprise, delight and customer percent of budget spent: moderating role of shopping frequency

Mousa, H. A. A. (2023) · Nexo Revista Científica · doi:10.5377/nexo.v36i04.16791 · Cited by 1

Modele doświadczeń i przeżyć pracowników – analiza porównawcza. Uwagi dotyczące metodologii badań globalnych dotyczących doznań pracowników i ich percepcja sensu pracy

Lipka, A. (2023) · Acta Universitatis Lodziensis Folia oeconomica · doi:10.18778/0208-6018.364.04 · Cited by 1

YÖRESEL MUTFAKLARA YÖNELİK MOTİVASYON FAKTÖRLERİNİN MÜŞTERİ MEMNUNİYETİ VE DAVRANIŞSAL NİYET ÜZERİNE ETKİSİ

Akıcı, E. E., & Perçin, N. Ş. (2024) · Nevşehir Hacı Bektaş Veli Üniversitesi SBE Dergisi · doi:10.30783/nevsosbilen.1312258 · Cited by 1

Customer delight in AI-driven services

Grappi, S., Romani, S., Monsurrò, L., Querci, I., & Bagozzi, R. P. (2025) · Journal of Business Research · doi:10.1016/j.jbusres.2025.115808 · Cited by 2

Customer satisfaction: A multi-level framework

Mittal, V., Singh, S., & Malshe, A. V. (2026) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-026-01175-z · Cited by 1

Perceptual Congruence between IS Users and Professionals on IS Service Quality – Insights from Response Surface Analysis

Benlian, A. (2011) · Cited by 1

A Service Quality Assessment of banks with special reference to State Bank of India (SBI) and HDFC Bank

Debasish, S. S., & Sarma, S. (2014) · Journals & Books Hosting (International Knowledge Sharing Platform) · Cited by 1

E-government evaluation: The use of design science approach to build and evaluate customer satisfaction theoretical framework

Wong, M. S. (2012) · International Conference on Digital Information Management · doi:10.1109/icdim.2012.6360155 · Cited by 1

Evaluation of factors that determine the quality of local public services: an analysis of citizens' perceptions and their repercussions regarding satisfaction and credibility

Rodríguez, P. G., Burguete, J. L. V., & Valiño, P. C. (2010) · Innovar · Cited by 1

An Exploration of the Effects of Outcome Desirability and Agency Appraisals on Emotions and Consumer Decision-Making Processes

Watson, L. M., (hons, B. C., & Watson, L. (2006) · Cited by 1

A Typology of Tourist Emotional Experiences toward Holiday Destinations

Hosany, S., & Prayag, G. (2010) · Cited by 1

Deserved Quality

Dawson, P. (2002) · Services Marketing Quarterly · doi:10.1300/j396v24n02_01 · Cited by 1

The Role of Information Technology in Sustainable Economic Development

Bajaj, A. (2015) · Cited by 1

회복 공정성과 관계지속의도 간의 구조적 관계에 관한 연구: 백화점의 서비스 실패상황을 중심으로

강미영, Eh, Y.-Y., & Bae, S. W. (2017) · Journal of Korea Service Management Society · doi:10.15706/jksms.2017.18.1.014 · Cited by 1

Agency and Emotion in Interactions with Technological Representatives of Organizations

Shank, D. B. (2012) · Cited by 1

Customer delight and implications for spa management: examples from Estonian and Finnish day spas

Niinepuu, T., Tooman, H., & Smith, M. (2021) · International Journal of Spa and Wellness · doi:10.1080/24721735.2021.1961113 · Cited by 1

An explorative analysis of the socialization of positive emotions: Insights from the consulting field

Kaiser, S., & Müller‐Seitz, G. (2007) · Portuguese National Funding Agency for Science, Research and Technology (RCAAP Project by FCT) · Cited by 1

Supporting the contemporary tourism product: service management

Cooper, C., & Hall, C. M. (2008) · Elsevier eBooks · doi:10.1016/b978-0-7506-6350-2.50014-5 · Cited by 1

Assessing the Drivers of Customer Delight and Loyalty in Tanzanian Online Banking: An Integrative Framework

Kinogo, I., Jani, D., & Mwakyusa, J. (2024) · Business Management Review · doi:10.56279/bmrj.v27i2.6918 · Cited by 1

Customer Delight as an Ex Ante and Ex Post Factor of Positive Customer Engagement Behavior: Interactive Value Creation in Customer Management

Donsbach, J., & Gouthier, M. H. J. (2015) · Springer eBooks · doi:10.1007/978-3-658-08518-6_10 · Cited by 1

A Novel Research Methodology for Gastronomic Blogs

Wang, H., Chan, T.-J., Chang, Y., & Chen, C.-M. (2012) · Lecture notes in electrical engineering · doi:10.1007/978-3-642-28798-5_11 · Cited by 1

The Impact of IT-Enabled Customer Experience Management on Service Perceptions and Performance

Marchesani, D., Piccoli, G., & Lui, T.-W. (2017) · Springer eBooks · doi:10.1007/978-3-319-51168-9_27 · Cited by 1

Estudio de la satisfacción del usuario de hoteles cinco estrellas de la ZMG: una aplicación del instrumento Servqual

Rojas, L. D. S., Gutíerrez, J. S., & Cotón, S. G. H. (2010) · Mercados y Negocios · doi:10.32870/myn.v0i22.5161 · Cited by 1

Ecosystem-based Artefacts as a Source of Loyalty at the French Valley of the Monkeys

Mouillot, P., & Pupion, P.-C. (2017) · Ecological Economics · doi:10.1016/j.ecolecon.2017.05.031 · Cited by 1

Customers, Employees and Communication

Parowicz, I. (2018) · Springer eBooks · doi:10.1007/978-3-030-00287-9_4 · Cited by 1

The Impact of Customization of TV Home Shopping Mobile Applications on Service Quality and Customer Loyalty

Eum, S., Ahn, C., & Rhim, H. (2019) · Journal of the Korean society for quality management · doi:10.7469/jksqm.2019.47.2.255 · Cited by 3

Exploring the relationship between online service failure, recovery strategies and customer satisfaction

Rai, D., & Ozuem, W. (2019) · Insight (University of Cumbria) · Cited by 1

The Concept of Shared Value in the Context of Newest Marketing Theories

Virvilaitė, R., & Dovalienė, A. (2020) · Progress in IS · doi:10.1007/978-3-030-54205-4_2 · Cited by 1

The effect of service climate on customer emotion and customer satisfaction

(2021) · İlköğretim Online · doi:10.17051/ilkonline.2021.03.87 · Cited by 1

Design Delight: An Experiential Quality Framework

Sosa-Tzec, O. (2022) · Springer series in design and innovation · doi:10.1007/978-3-030-86596-2_13 · Cited by 1

Service Management and Tourism

Solnet, D., & Golubovskaya, M. (2018) · SAGE Publications Ltd eBooks · doi:10.4135/9781526461452.n17 · Cited by 1

Marketing in an Interactive World

Sasser, S. L., Kilgour, M., & Hollebeek, L. D. (2015) · IGI Global eBooks · doi:10.4018/978-1-4666-8614-4.ch093 · Cited by 1

Managing Quality under Heterogeneous Consumer Demand and Product Quality

Carriquiry, M., & Babcock, B. A. (2005) · AgEcon Search (University of Minnesota, USA) · doi:10.22004/ag.econ.18637 · Cited by 1

The Alliance of Gastronomy & Negotiation: A Historical ApproachPreprint

Bobot, L. (2011) · SSRN Electronic Journal · doi:10.2139/ssrn.1893224 · Cited by 1

Understanding the organization of managed service providers: an analysis of customer satisfaction and contracting in markets for hosted IT services

Susarla, A. (2003) · Texas ScholarWorks (Texas Digital Library) · Cited by 1

THE EFFECT OF REENGINEERING WORKFLOW PROCESSES AT AN ENTERPRISE SERVICE DESK

Pressey, K. H. (2008) · ProQuest Demo Repository · Cited by 1

THE MEANING AND IMPACT OF RESPECT IN THE CONTEXT OF BUSINESS-TO-BUSINESS MARKETING RELATIONSHIPS

Bourassa, M. A. (2009) · QSpace (Queen's University Library) · Cited by 1

Customer delight as an antecedent of customer loyalty in the South African banking industry

Coetzee, A. (2014) · Cited by 1

O significado do consumo de serviços de restaurante a partir da experiência de compra

Barbosa, M. D. L. D. A. (2006) · Americanae (AECID Library) · Cited by 1

Management von Kundenzufriedenheit in der Hotelbranche

Bauer, H. H., & Keller, T. (2001) · Gabler Verlag eBooks · doi:10.1007/978-3-322-99753-1_20 · Cited by 1

Development of Relationship Marketing

Lim, J., & Shin, J.-C. (2001) · Seoul National University Open Repository (Seoul National University) · Cited by 1

Service Experience in Business-to-Business Relationships

Zhu, X. (2012) · Open Research Online (The Open University) · Cited by 1

顧客満足に関する５つの質問

(2008) · Quarterly Journal of Marketing · doi:10.7222/marketing.2008.005 · Cited by 1

Retail Marketing Industry Comeback Post PandemicPreprint

Austin-Campbell, S. (2021) · SSRN Electronic Journal · doi:10.2139/ssrn.3895331 · Cited by 1

Grenzenlose Erlebniskommunikation durch Humor- und Surprise-Advertising

Martin, I. (2011) · Springer eBooks · doi:10.1007/978-3-642-21133-1_18

Patienters förväntningar på kvalitet i e-sjukvårdstjänster

Karsten, E., Berghman, A., & Nilsson, J. (2015) · Lund University Publications Student Papers (Lund University)

RESPOSTAS EMOCIONAIS E SEU EFEITO SOBRE A SATISFAÇÃO DOS USUÁRIOS COM A ASSISTÊNCIA MÉDICA Emotional responses and its effect on patients satisfaction with health care assistance

Mantovani, D., Katakura, E. A. L. B., Prado, P. H. M., & Barboza, M. M. (2014) · LA Referencia (Red Federada de Repositorios Institucionales de Publicaciones Científicas)

Applying marketing’s new dominant logic for interpreting customer experiences with brandsPreprint

Ismail, A. R., Melewar, T. C., Lim, L. L. K., & Woodside, A. G. (2010) · Brunel University Research Archive (BURA) (Brunel University London)

El perfil de reputación profesional del fisioterapeuta en Galicia

Devesa, J. R. M. (2014) · Tesis Doctorals en Xarxa (Consorci de Serveis Universitaris de Catalunya)

Value definitions and consumer consciousness

Wakenshaw, S. Y. L., Phillips, L. L., & Ng, I. C. L. (2014) · Warwick Research Archive Portal (University of Warwick) · doi:10.82444/warw.33650167

O papel da qualidade do serviço e da imagem da loja na satisfação dos consumidores de serviços automotivos

Damian, I. P. M. (2009) · doi:10.11606/d.96.2009.tde-03052010-170749

A USER CENTRIC TYPOLOGY OF IS REQUIREMENTS

Kakar, A. K. (2011) · Journal of the Association for Information Systems

L'intérêt d'utiliser des instructions audiovisuelles dans le cadre d'un design expérimental à tâches complexes et multiples :illustration par un cas réel

Vanhamme, J., & Snelders, D. (2002)

Linking experience realms and experiential service brand loyalty: Determinants and outcomes for future operationalization

Ismail, A., Melewar, T., & Lim, L. L. K. (2008) · Brunel University Research Archive (BURA) (Brunel University London)

L'effetto del packaging sulle percezioni di qualità del prodotto nel mercato vinicolo

Lama, D., & Pizzi, G. (2015) · MERCATI & COMPETITIVITÀ · doi:10.3280/mc2015-003004

The effectiveness of public service complaint management processes in contexts of autocratic governance : the case of Brunei Darussalam

Aziz, R. B. H. A. (2016) · University of Birmingham Institutional Research Archive (University of Birmingham)

Surprendre positivement les clients : une tactique en marketing relationnel pour développer un avantage concurrentiel dans le secteur des services financiers

Bergeron, J., Roy, J., & Fallu, J. (2008) · Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l Administration · doi:10.1002/cjas.72

Toward Synthesis Model of College Students Motivation and Social and Cultural Capital: A Theoretical Perspective

Bajunaid, M. A., & Baharun, R. (2013) · Jurnal Teknologi · doi:10.11113/jt.v64.2288

The Relationship between Demographic Characteristics, Personality Traits and Users’ Seek Values in Multiple Service Industries in Saudi Arabia

Alotaibi, B. H., & Al‐Matari, E. M. (2015) · Mediterranean Journal of Social Sciences · doi:10.5901/mjss.2015.v6n2s1p363

Koncepcja jakości usługi handlowej

Pierański, B. (2011) · Handel Wewnętrzny

Integrated Marketing and Customization

Malthouse, E. C., Calder, B. J., & Kobayashi, Y. (2005)

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