The DOI matches its Crossref record; 39 of the 39 references it cites were found in a registry or an index.
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
Citations
Cites
Russell, J. A. (1980) · Journal of Personality and Social Psychology · doi:10.1037/h0077714 · Cited by 16,334
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
Self-citationDeming, W. E. (1982) · Medical Entomology and Zoology · Cited by 7,297
Satisfaction: a behavioral perspective on the consumer
Oliver, R. L. (2010) · Choice Reviews Online · doi:10.5860/choice.47-6963 · Cited by 6,042
Self-citationCustomer Satisfaction, Market Share, and Profitability: Findings From Sweden
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994) · Springer eBooks · doi:10.1007/978-3-031-88079-7_22 · Cited by 4,672
The antecedents and consequences of customer satisfaction for firms
Anderson, E. W., & Sullivan, M. W. (1993) · Marketing Science · doi:10.1287/mksc.12.2.125 · Cited by 4,610
A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993) · Journal of Marketing Research · doi:10.1177/002224379303000102 · Cited by 3,815
Attractive Quality and Must-Be Quality
Kano, N., Seraku, N., Takahashi, F., & Tsuji, S.-I. (1984) · Cited by 3,435
Emotion, a psychoevolutionary synthesis
Plutchik, R. (1980) · The American Journal of Psychology · doi:10.2307/1422394 · Cited by 2,316
The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction
Westbrook, R. A., & Oliver, R. L. (1991) · Journal of Consumer Research · doi:10.1086/209243 · Cited by 2,164
Self-citation
Cited by
Sorted by citations
Items 701–712 of 712
Stratégies de reconquête des clients partis suite à un échec de service
Man, A. C. C. (2022) · theses.fr (ABES) · doi:10.70675/f1ef8e10z755dz49a1z98b1z85c0cf6dde40
Tran, T. B. H., & Mai, A. (2026) · Springer proceedings in business and economics · doi:10.1007/978-981-95-6415-6_119
Heinrich, T. M. S., Schneider, M., Wagon, F., Weibelzahl, M., & Strüker, J. (2026) · Sustainable Development · doi:10.1002/sd.71578
Günay, T., Kilili, R., & SAH, M. (2026) · Sustainability · doi:10.3390/su181910037
Kundnöjdhet bakom kulisserna – en teoretisk och praktisk kartläggning av klagomålshantering
Oueis, S. (2012) · Högskolan Kristianstad Publikationer
When job dissatisfaction leads to customer-oriented citizenship behaviors
Boichuk, J. P. (2010)
Towards an understanding of human behaviour for design action
Watson, B. W. (2011) · Loughborough University Institutional Repository (Loughborough University)
Mazaheri-Khorzani, E. (2004) · Open ULeth Scholarship (OPUS) (University of Lethbridge)
Consumer self-service technology adoption in multiple service industries in Saudi Arabia
Alotaibi, B. H. (2014) · UUM Electronic Theses and Dissertation [eTheses] (Northern University of Malaysia)
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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