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
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Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765
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The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda
Parasuraman, A., & Grewal, D. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281015 · Cited by 1,806
Responsive and Proactive Market Orientation and New‐Product Success*
Narver, J. C., Slater, S. F., & MacLachlan, D. L. (2004) · Journal of Product Innovation Management · doi:10.1111/j.0737-6782.2004.00086.x · Cited by 1,466
The four levels of loyalty and the pivotal role of trust: a study of online service dynamics
Harris, L. C., & Goode, M. M. H. (2004) · Journal of Retailing · doi:10.1016/j.jretai.2004.04.002 · Cited by 1,425
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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