Multiple paths to customer delight : the impact of effort, expertise and tangibles on joy and surprise
Donald C. Barnes (Department of Marketing, University of North Carolina Wilmington, Wilmington, North Carolina USA), Joel E. Collier (Department of Marketing, Mississippi State University, Starkville, Mississippi, USA), Vince Howe (Department of Marketing, University of North Carolina Wilmington, Wilmington, North Carolina, USA), and K. Douglas Hoffman (Department of Marketing, Colorado State University, Fort Collins, Colorado, USA)
| 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 | Kundenzufriedenheit | Customer satisfaction | Emotion | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JSM-05-2015-0172 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011524378