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| Tekijä: | Vanhamme, J. |
| Otsikko: | The link between surprise and satisfaction: An exploratory research on how best to measure surprise |
| Lehti: | Journal of Marketing Management
2000 : JUL, VOL. 16:6, p. 565-582 |
| Asiasana: | Consumer satisfaction Marketing Individual psychology |
| Kieli: | eng |
| Tiivistelmä: | Here is examined the emotion of surprise and its influence on consumer satisfaction. It is explained how the emotion of surprise is theoretically related to consumer satisfaction. Customer delight is defined as the highest level of customer satisfaction, and positive surprise is considered to be a privileged way to trigger customer delight. |
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