Multiple paths to customer delight : the impact of effort, expertise and tangibles on joy and surprise
Year of publication: |
2016
|
---|---|
Authors: | Barnes, Donald C. ; Collier, Joel E. ; Howe, Vince ; Hoffman, K. Douglas |
Published in: |
The journal of services marketing. - Bingley : Emerald Group Publishing Limited, ISSN 0887-6045, ZDB-ID 1027140-5. - Vol. 30.2016, 3, p. 277-289
|
Subject: | Expertise | Surprise | Customer delight | Effort | Joy | Tangibles |
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