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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Each is checked against this paper’s own text: does it say what the citing paper says it does?
In the citing paper
“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
Understanding customer experience throughout the customer journey
Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765
Dwivedi, Y. K., Ismagilova, E., Hughes, D. L., Carlson, J., Filieri, R., Jacobson, J., Jain, V., Karjaluoto, H., Kefi, H., Krishen, A. S., et al. (2021) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2020.102168 · Cited by 4,608
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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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.
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