Customer Delight: Distinct Construct or Zone of Nonlinear Response to Customer Satisfaction?

Journal of Service Research

Volumn 15, Issue 1, 2012, Pages 99-110

  Finn, Adam ^a  

^a UNIVERSITY OF ALBERTA   (Canada)

Author keywords

behavioral intentions; customer delight; customer satisfaction; polynomial regression

Indexed keywords

EID: 84857411047     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670511425698     Document Type: Review

References (55)

1. Agustin Clara,Singh Jagdip."Curvilinear Effects of Consumer Loyalty Determinants in Relational Exchanges,".Journal of Marketing Research. 2005;42 (1): 96-108.
2. Anderson Eugene W.,Fornell Claes,Lehmann Donald R."Customer Satisfaction, Market Share and Profitability: Findings from Sweden,".Journal of Marketing. 1994;58:53-66.
3. Anderson Eugene W.,Sullivan Mary W."The Antecedents and Consequences of Customer Satisfaction for Firms,".Marketing Science. 1993;12 (Spring): 125-143.
4. Baumgartner Hans,Steenkamp Jan-Benedict E. M."Response Styles in Marketing Research: A Cross-National Investigation,".Journal of Marketing Research. 2001;38:143-156.
5. Berman Barry."How to Delight Your Customers,".California Management Review. 2005;48 (Fall): 129-151.
6. Bernhardt Kenneth L.,Donthu Naveen,Kennett Pamela A."A Longitudinal Analysis of Satisfaction and Profitability,".Journal of Business Research. 2000;47:161-171.
7. Bitner Mary J.,Booms Bernard M.,Tetreault Mary S."The Service Encounter: Diagnosing Favorable and Unfavorable Incidents,".Journal of Marketing. 1990;54:71-84.
8. Bolton Ruth N."A Dynamic Model of Duration of the Customer's Relationship With a Continuous Service Provider: The Role of Satisfaction,".Marketing Science. 1998;17 (1): 45-65.
9. Carroll Raymond J.,Ruppert David,Stefanski Leonard A.Measurement Error in Nonlinear Models. London, England: Chapman & Hall; 1995:.
10. Chitturi Ravindra,Raghunathan Rajagopal,Mahajan Vijay."Delight by Design: The Role of Hedonic Versus Utilitarian Benefits,".Journal of Marketing. 2008;72:48-63.
11. Cohen Jacob,Cohen PatriciaApplied Multiple Regression/Correlation Analysis for the Behavioral Sciences. Hillsdale, NJ: Lawrence Erlbaum; 1975:.
12. Coyne Kevin."Beyond Service Fads-Meaningful Strategies for the Real World,".Sloan Management Review. 1989;30 (Summer): 69-76.
13. Cronin J. Joseph,Brady Michael K.,Thomas G.,Hult M."Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Encounters,".Journal of Retailing. 2000;76 (2): 193-218.
14. Dong Songting,Ding Min,Grewal Rajdeep,Zhao Ping."Functional Forms of the Satisfaction-Loyalty Relationship,".International Journal of Research in Marketing. 2011;28:38-50.
15. Eubank Randall L.Spline Smoothing and Nonparametric Regression. New York: Marcel Dekker; 1988:.
16. Finn Adam."Generalizability Modeling of the Foundations of Customer Delight,".Journal of Modeling in Management. 2006;1 (May): 18-32.
17. Finn Adam."Reassessing the Foundations of Customer Delight,".Journal of Service Research. 2005;8:103-116.
18. Fornell Claes,Larker David F."Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,".Journal of Marketing Research. 1981;18:39-50.
19. Fournier Susan,Mick David Glen."Rediscovering Satisfaction,".Journal of Marketing. 1999;63 (October): 5-23.
20. Fullerton Gordon,Taylor Shirley."Mediating, Interactive and Non-linear Effects in Service Quality and Satisfaction with Services Research,".Canadian Journal of Administrative Sciences. 2002;19 (June): 124-136.
21. Giese Joan L.,Cote Joseph A."Defining Consumer Satisfaction,".Academy of Marketing Science Review. 2000; (1).
22. Homburg Christian,Koschate Nicole,Hoyer Wayne D."Do Satisfied Customers Really Pay More? A Study of the Relationship Between Customer Satisfaction and Willingness to Pay,".Journal of Marketing. 2005;69:84-96.
23. Howard John A.,Sheth Jagdish N.The Theory of Buyer Behavior. New York: John Wiley; 1969:.
24. Hu Li-Tze,Bentler Peter M."Cutoff Criteria for Fit Indices in Covariance Structure Analysis: Conventional Criteria Versus New Alternatives,".Structural Equation Modeling. 1999;6 (1): 1-55.
25. Kahneman Daniel,Tversky Amos."Prospect Theory: An Analysis of Decision Under Risk,".Econometrica. 1979;47 (2): 263-291.
26. Keiningham Timothy L.,Perkins-Munn Tiffany,Evans Heather."The Impact of Customer Satisfaction on Share-of-Wallet in Business-to-Business Environment,".Journal of Service Research. 2003;6:37-50.
27. Keiningham Timothy L.,Vavra Terry G.The Customer Delight Principle: Exceeding Customer's Expectations for Bottom-Line Success. Chicago, IL: McGraw-Hill; 2001:.
28. Kozinets Robert V.,Sherry John F.,DeBerry-Spence Benet,Duhachek Adam,Nuttavuthisit Krittinee,Storm Diana."Themed Flagship Brand Stores in the New Millennium: Theory, Practice, Prospects,".Journal of Retailing. 2002;78 (Spring): 17-29.
29. Lam Shun Yin,Shankar Venkatesh,Krishna Erramilli M.,Murthy Bvsun."Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context,".Journal of the Academy of Marketing Science. 2004;32 (July): 293-311.
30. Larsen, Randy J. and Zvjezdana Prizmic-Larsen (2006), "Measuring Emotions: Implications of a Multimethod Perspective," in Handbook of Multimethod Measurement in Psychology, Michael Eid and Ed Diener, eds. Washington, DC: American Psychological Association, 337-351.
31. Loomes Graham,Sudgen Robert."Disappointment and Dynamic Consistency in Choice Under Uncertainty,".Review of Economic Studies. 1986;53 (2): 271-282.
32. Loureiro Sandra M. C."Satisfying and Delighting the Rural Tourists,".Journal of Travel & Tourism Marketing. 2010;27 (4): 396-408.
33. McNealy Roderick M.Making Customer Satisfaction Happen: A Strategy for Delighting Customers. London, UK: Chapman & Hall; 1994:.
34. Mitchell JoelMeasurement in Psychology. Cambridge, UK: Cambridge University Press; 1999:.
35. Mittal Vikas,Kamakura Wagner A."Satisfaction, Repurchase Intent and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics,".Journal of Marketing Research. 2001;38:131-142.
36. Ngobo, Paul-Valentin (1999), "Decreasing Returns in Customer Loyalty: Does it Really Matter to Delight the Customers?" in Advances in Consumer Research, Vol. 26, Eric J Arnould and Linda M. Scott, eds. Provo. UT: Association for Consumer Research, 469-476.
37. Oliver Richard L.Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill; 1997:.
38. Oliver Richard L.,Rust Roland T.,Varki Sajeev."Customer Delight: Foundations, Findings, and Managerial Insight,".Journal of Retailing. 1997;73 (Fall): 311-336.
39. Parasuraman A,Zeithaml Valarie A.,Malhotra Arvind."E-S-QUAL: A Multi-Item Scale for Assessing Electronic Service Quality,".Journal of Service Research. 2005;7:213-233.
40. PingRobert A (2007), "Notes on Estimating Cubics and Other "Powered" Latent Variables," [available athttp://home.att.net/{reversed tilde}rpingjr/research1.htm].
41. Plutchik RobertEmotions: A Psychoevolutionary Synthesis. New York: Harper & Row; 1980:.
42. Rossiter John R.Measurement for the Social Sciences: The C-OAR-Se Method and Why It Must Replace Psychometrics. New York: Springer; 2011:.
43. Rust Roland T.,Zahorik Anthony J.,Keiningham Timothy L."Return on Quality (ROQ): Making Service Quality Financially Accountable,".Journal of Marketing. 1995;59:58-70.
44. Rust Roland T.,Zahorik Anthony J.,Keiningham Timothy L.Return on Quality: Measuring the Financial Impact of Your Company's Quest for Quality. New York: McGraw-Hill; 1994:.
45. Schneider Benjamin,Bowen David E."Understanding Customer Delight and Outrage,".Sloan Management Review. 1999;41 (Fall): 35-45.
46. Soderlund Magnus."Customer Satisfaction and Its Consequences on Customer Behaviour Revisited: The Impact of Different Levels of Satisfaction on Word-of-mouth, Feedback to the Supplier and Loyalty,".International Journal of Service Industry Management. 1998;9 (2): 169-188.
47. Streukens Sandra,Ko De Ruyter."Reconsidering Nonlinearity and Asymmetry in Customer Satisfaction and Loyalty Models: An Empirical Study in Three Retail Service Settings,".Marketing Letters. 2004;15 (2/3): 96-111.
48. Szymanski David M.,Henard David H."Customer Satisfaction: A Meta-Analysis of the Empirical Evidence,".Journal of the Academy of Marketing Science. 2001;29 (Winter): 16-35.
49. Taylor Steven A."Assessing the Use of Regression Analysis in Examining Service Recovery in the Insurance Industry: Relating Service Quality, Customer Satisfaction, and Customer Trust,".Journal of Insurance Issues. 2001;24 ((1/2)): 30-57.
50. Taylor Steven A."Assessing Regression-Based Importance Weights for Quality Perceptions and Satisfaction Judgements in the Presence of Higher Order and/or Interaction Effects,".Journal of Retailing. 1997;73 (1): 135-159.
51. Thompson Craig J.,Arsel Zeynap."The Starbucks Brandscape and Consumers (Anticorporate) Experiences of Glocalization,".Journal of Consumer Research. 2004;31:631-642.
52. Wang Xuehua."The Effect of Unrelated Supporting Service Quality on Customer Delight, Satisfaction, and Repurchase Intention,".Journal of Service Research. 2011;14 (2): 149-167.
53. Westbrook, Robert A. and Michael D. Reilly (1983), "Value-Precept Disparity: An Alternative to the Disconfirmation of Expectations Theory of Consumer Satisfaction," in Advances in Consumer Research, Vol. X, Richard P. Bagozzi and Alice M. Tybout, eds.
54. Wong Amy."The Role of Emotional Satisfaction in Service Encounters,".Managing Service Quality. 2004;14 (5): 365-376.
55. Yu Yi-Ting,Dean Alison."The Contribution of Emotional Satisfaction to Consumer Loyalty,".International Journal of Service Industry Management. 2001;12 (3): 234-250.