The DOI matches its Crossref record; 10 of the 10 references it cites were found in a registry or an index.
Reassessing the Foundations of Customer Delight
Abstract
The 1990s saw a questioning of the value of merely satisfying customers and instead focused attention on the importance of customer delight. In a key contribution, Oliver, Rust, and Varki (1997) developed a structural model of the antecedents and consequences of customer delight, acting in parallel with satisfaction, that was generally supported for two entertainment services. However, the effect of delight on intention was significant for symphony ticket purchasers but not for theme park patrons. This article first replicates their path analysis for more mundane visits to consumer Web sites. Then it takes advantage of a larger sample and additional measures to address construct measurement issues and to determine whether customer delight is something more than a nonlinear effect of satisfaction on intention.
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Cites
What is coefficient alpha? An examination of theory and applications
Cortina, J. M. (1993) · Journal of Applied Psychology · doi:10.1037/0021-9010.78.1.98 · Cited by 8,810
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
Product/Consumption-Based Affective Responses and Postpurchase Processes
Westbrook, R. A. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400302 · Cited by 2,462
Mittal, V., & Kamakura, W. A. (2001) · Journal of Marketing Research · doi:10.1509/jmkr.38.1.131.18832 · Cited by 2,256
Customer Satisfaction: A Meta-Analysis of the Empirical Evidence
Szymanski, D. M., & Henard, D. H. (2001) · Journal of the Academy of Marketing Science · doi:10.1177/0092070301291002 · Cited by 2,002
Mano, H., & Oliver, R. L. (1993) · Journal of Consumer Research · doi:10.1086/209361 · Cited by 1,973
Bolton, R. N. (1998) · Marketing Science · doi:10.1287/mksc.17.1.45 · Cited by 1,948
Grewal, R., Cote, J. A., & Baumgartner, H. (2004) · Marketing Science · doi:10.1287/mksc.1040.0070 · Cited by 1,228
Should we delight the customer?
Rust, R. T., & Oliver, R. L. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281008 · Cited by 712
On the Meaning of within-Factor Correlated Measurement Errors
Gerbing, D. W., & Anderson, J. C. (1984) · Journal of Consumer Research · doi:10.1086/208993 · Cited by 526
Cited by
Prayag, G., Hosany, S., Muskat, B., & Del Chiappa, G. (2017) · Journal of Travel Research · doi:10.1177/0047287515620567 · Cited by 924
The interplay of customer experience and commitment
Keiningham, T., Ball, J., Benoit (née Moeller), S., Bruce, H. L., Buoye, A., Dzenkovska, J., Nasr, L., Ou, Y.-C., & Zaki, M. (2017) · Journal of Services Marketing · doi:10.1108/jsm-09-2016-0337 · Cited by 156
Delighted or Satisfied? Positive Emotional Responses Derived from Theme Park Experiences
Ma, J., Scott, N., Gao, J., & Ding, P. (2017) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2015.1125824 · Cited by 138
Examining determinants of cross buying behaviour in retail banking
Tung, B., & Carlson, J. (2015) · International Journal of Quality & Reliability Management · doi:10.1108/ijqrm-11-2012-0148 · Cited by 27
Metadata
- Authors
- Finn, A.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2005-11
- Volume
- 8
- Issue
- 2
- Pages
- 103-116
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W1998185727
- Cited by
- 297
- References
- 10
- FWCI
- 7.27
- Type
- journal article
- Language
- en
- Open access
- closed
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
