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| Tekijä: | Oliver, R. Rust, R. Varki, S. |
| Otsikko: | Customer delight: foundations, findings, and managerial insight |
| Lehti: | Journal of Retailing
1997 : FALL, VOL. 73:3, p. 311-336 |
| Asiasana: | CUSTOMERS FOUNDATIONS MANAGEMENT |
| Kieli: | eng |
| Tiivistelmä: | Many business practitioners have addressed the importance of delighting the customer as an extention of providing basic satisfaction. Yet the concept of customer delight has not been given a clear behavioral foundation, and the antecedents and consequences of customer delight, when manifest in specific service contexts, have not been empirically explored. This paper attempts to provide a first step toward establishing a behavioral basis for customer delight, empirically testing its hypothesized antecedents, and exploring the resulting implications. |
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