Similar Search Results

Surprise... Surprise..., An Empirical Investigation on How Surprise is Connected to Customer Satisfaction

Vanhamme, Vanhamme, J. - Erasmus Research Institute of Management (ERIM), … - 2003

-were conducted. The results show that surprise positively [negatively] influences satisfaction directly and indirectly (via the …This research investigates the specific influence of the emotion of surprise on customer transaction …-specific satisfaction. Four empirical studies-two field studies (a diary study and a cross section survey) and two experiments …

Persistent link: https://www.econbiz.de/10010731267

A study on the antecedents and consequences of customer delight

Dey, Soma; Ghosh, Sanjukta; Datta, Biplab; Barai, Parama - In: Total quality management & business excellence : an … 28 (2017) 1/2, pp. 47-61

Persistent link: https://www.econbiz.de/10011729369

Can attempts to delight customers with surprise gains boomerang? : a test using low-price guarantees

Dutta, Sujay; Guha, Abhijit; Biswas, Abhijit; Grewal, Dhruv - In: Journal of the Academy of Marketing Science 47 (2019) 3, pp. 417-437

Persistent link: https://www.econbiz.de/10012107171

A relationship marketing perspective on delight, its antecedents and outcomes in a banking context

Svotwa, Tendai Douglas; Makanyeza, Charles; … - In: European business review 35 (2023) 3, pp. 306-336

Persistent link: https://www.econbiz.de/10014280577

Satisfaction or delight? A cross-cultural study of loyalty formation linked to two restaurant types

Rodríguez-López, María Eugenia; Alcántara-Pilar, … - In: Journal of Hospitality and Tourism Insights 6 (2023) 5, pp. 2646-2667

(LTO) on the loyalty building process. In addition, this analysis delves into the role of customer satisfaction and delight …. Findings The results reveal that customer satisfaction and delight are two key antecedents to the process of building loyalty … that surprise the client. Moreover, it is more important to offer delight to short-term oriented clients than to long …

Persistent link: https://www.econbiz.de/10014873735

Some antecedents and outcomes of brand love

Carroll, Barbara; Ahuvia, Aaron - In: Marketing Letters 17 (2006) 2, pp. 79-89

Survey research is employed to test hypotheses involving brand love, a new marketing construct that assesses satisfied consumers’ passionate emotional attachment to particular brands. Findings suggest that satisfied consumers’ love is greater for brands in product categories perceived as...

Persistent link: https://www.econbiz.de/10005716511

Posttrip behavioral differences between first-time and repeat guests : a two-phase study in a hospitality setting

Kim, Mi Ran; Knutson, Bonnie J.; Vogt, Christine - In: Journal of hospitality marketing & management 23 (2014) 7/8, pp. 722-745

Persistent link: https://www.econbiz.de/10010473498

Enhancing loyalty : when improving consumer satisfaction and delight matters

Ahrholdt, Dennis C.; Gudergan, Siegfried; Ringle, … - In: Journal of business research : JBR 94 (2019), pp. 18-27

Persistent link: https://www.econbiz.de/10011947285

The effects of employee voice and delight on job satisfaction and behaviors : comparison between employee generations

Kim, Mi Ran; Knutson, Bonnie J.; Choi, Laee - In: Journal of hospitality marketing & management 25 (2016) 5/6, pp. 563-588

Persistent link: https://www.econbiz.de/10011578856

The effect of physical environment on passenger delight and satisfaction : moderating effect of national identity

Ali, Faizan; Kim, Woo Gon; Ryu, Kisang - In: Tourism management : research, policies, practice 57 (2016), pp. 213-224

Persistent link: https://www.econbiz.de/10011556079