The customer delight construct: Is Surprise Essential?

Annals of Tourism Research

Volumn 38, Issue 2, 2011, Pages 719-722

  Crotts, John C ^a   Magnini, Vincent P ^b  

^a School of Business   (United States)

^b VIRGINIA POLYTECHNIC INSTITUTE AND STATE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

RESEARCH; TOURISM;

EID: 79953162513     PISSN: 01607383     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.annals.2010.03.004     Document Type: Article

References (15)

1. Arnold M.J., Reynolds K.E., Ponder N., Lueg J.E. Customer delight in a retail context: Investigating delightful and terrible shopping experiences. Journal of Business Research 2005, 58(8):1132-1145.
2. Berman B. How to delight customers. California Management Review 2005, 48:129-151.
3. Chandler C. Quality: Beyond customer satisfaction. Quality Progress 1989, 22:30-32.
4. Crotts J., Dickson D., Ford R. Auditing organizational alignment for guest service excellence. Academy of Management Executives 2005, 19(3):54-68.
5. Finn A. Reassessing the foundation of customer delight. Journal of Service Research 2005, 8:103-116.
6. Fuller J., Matzler K., Faullant R. Asymmetric effects in customer satisfaction. Annals of Tourism Research 2006, 33(4):1159-1163.
7. Kumar A., Olshavsky R., King M. Exploring alternative antecedents of customer delight. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior 2001, 14:14-26.
8. Oliver R. A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research 1980, 17:480-486.
9. Oliver R. Processing of the Satisfaction Response in Consumption: A Suggested Framework and Research Propositions. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 1989, 2:1-16.
10. Oliver R., Rust R., Varki S. Customer delight: Foundations, findings, and managerial insight. Journal of Retailing 1997, 73:311-336.
11. Oliver R., Winer R. A framework for the formation and structure of expectations: Review and propositions. Journal of Economic Psychology 1987, 8:469-499.
12. Plutchik R. Emotions: A psychoevolutionary synthesis 1980, Harper and Row, New York.
13. Rust R., Oliver R. Should we delight the customer?. Journal of the Academy of Marketing Science 2000, 28:86-94.
14. Torres E., Kline S. From satisfaction to delight: A model for the hotel industry. International Journal of Contemporary Hospitality Management 2006, 18:290-301.
15. Westbrook R., Oliver R. The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research 1991, 18:84-91.