I love my accountants – they're wonderful: Understanding customer delight in the professional services arena

Journal of Services Marketing

Volumn 20, Issue 3, 2006, Pages 152-159

  Mcneilly, Kevin M ^a   Feldman Barr, Terri ^a  

^a MIAMI UNIVERSITY   (United States)

Author keywords

Accountants; Customer satisfaction

Indexed keywords

EID: 33745220509     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040610665607     Document Type: Article

References (27)

1. Anderson, E.W., Fornell, C. and Lehmann, D.R. 1994, “Customer satisfaction, market share, and profitability”, Journal of Marketing, Vol. 58, July, pp. 53-66.
2. Anderson, E.W., Fornell, C. and Rust, R.T. 1997, “Customer satisfaction, productivity, and profitability: differences between goods and services”, Marketing Science, Vol. 16 No. 2, pp. 129-45.
3. Bebko, C.P. 2000, “Service intangibility and its impact on consumer expectations of service quality”, Journal of Services Marketing, Vol. 14 No. 1, pp. 9-27.
4. Berry, L.L. 1995, On Great Service: A Framework for Action, Free Press, New York, NY.
5. Berry, L.L. and Parasuraman, A. 1991, Marketing Services: Competing Through Quality, Free Press, New York, NY.
6. Cadotte, E.R., Woodruff, R.B. and Jenkins, R.L. 1987, “Expectations and norms in models of consumer satisfaction”, Journal of Marketing Research, Vol. 24, August, pp. 305-14.
7. Chandler, C.H. 1989, “Quality: beyond customer satisfaction”, Quality Progress, Vol. 22, February, pp. 30-32.
8. George, R.J. and Stanton, J.L. 1997, Delight Me, Raphel Publishing, Atlantic City, NJ.
9. Griffin, J. 1995, Customer Loyalty: How to Earn It, How to Keep It, Jossey-Bass Publishers, San Francisco, CA.
10. Gross, T.S. 1991, Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life, Warner Business Books, New York, NY.
11. Hirschman, E.C. and Holbrook, M.B. 1982, “Hedonic consumption: emerging concepts, methods and propositions”, Journal of Marketing, Vol. 46, No. 2, pp. 92-101.
12. Kano, N., Tsuji, S., Seraku, S. and Takahashi, F. 1984, “Attractive quality and must-be quality”, Proceedings of the Japanese Society for Quality Control, Tokyo.
13. Keiningham, T. and Vavra, T.G. 2001, The Customer Delight Principle: Exceeding Customers' Expectations for Bottom-line Success, McGraw-Hill, Chicago, IL.
14. McCollough, M.A., Berry, L.L. and Yada, M.S. 2000, “An empirical investigation of customer satisfaction after Service failure and recovery”, Journal of Service Research, Vol. 3 No. 2, pp. 121-38.
15. Maister, D. 1993, Managing the Professional Service Firm, Free Press, New York, NY.
16. Maister, D., Green, C.H. and Galford, R.M. 2000, The Trusted Advisor, Free Press, New York, NY.
17. Mitchell, J. 2003, Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results, Hyperion Books, New York, NY.
18. Oliver, R.L. 1989, “Processing of the satisfaction response in consumption: a suggested framework and research propositions”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 2, pp. 1-16.
19. Oliver, R.L. and Burke, R.R. 1999, “Expectation processes in satisfaction formation: a field study”, Journal of Service Research, Vol. 1 No. 3, pp. 196-215.
20. Oliver, R.L., Rust, R.T. and Varki, S. 1997, “Customer delight: foundations, findings, and managerial insight”, Journal of Retailing, Vol. 73 No. 3, pp. 311-36.
21. Rust, R.T. and Oliver, R.L. 2000, “Should we delight the customer?”, Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 86-94.
22. Schlossberg, H. 1990, “Satisfying customers is a minimum: you really have to ‘delight'them'”, Marketing News, Vol. 24, May, pp. 10-11.
23. Sky Magazine 2004, “Enhancing the customer's experience”, Delta Airlines, June, pp. 26.
24. Vavra, T.G. 1997, Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing and Reporting Customer Satisfaction Measurement Programs, ASQ Quality Press, Milwaukee, WI.
25. Westbrook, R.A. and Oliver, R.L. 1991, “The dimensionality of consumption emotion patterns and consumer satisfaction”, Journal of Consumer Research, Vol. 18, June, pp. 84-91.
26. Zeithaml, V.A. and Bitner, M.J. 2003, Services Marketing, McGraw-Hill, Chicago, IL.
27. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. 1991, “Understanding customer expectations of service”, Sloan Management Review, Vol. 32 No. 3, pp. 39-48.