... their intention to revisit. Grounded in cognitive appraisal theory ( CAT ), this study aims to explore how perceived process fluency and team cohesion impact revisit intention through the mediating roles of robotic service authenticity, customer delight and existential authenticity. Design/methodology/approach...

...Soyeon Kim; MiRan Kim; Laee Choi Purpose This study aims to develop and test an integrative model that examines the effects of customization and perceived employee authenticity on customer delight, which in turn influences customers’ willingness to recommend (WTR) and willingness to pay a premium...

... of human resources management. This study developed an organizational cultural scale to explore the importance of customer delight in the hospitality industry. It expanded academically the current knowledge of organizational culture and customer delight. Customer delight Organizational culture...

...Edwin N. Torres; Giulio Ronzoni Purpose The present research aims to summarize the literature on customer delight, identify trends and debates, create an instrument to measure delight and propose directions for future research. Design/methodology/approach A comprehensive review...

... with an exceptional and unique lodging experience, thus achieving delight. This study provides a comprehensive understanding of the implementation of delightful service. Consumer experience Hospitality Customer delight Delightful service The Delphi method For numerous decades, customer...

...Edwin N. Torres; Sheryl Kline Purpose – The purpose of this paper is to provide a typology of customer delight in the hotel industry. By doing so, it identifies patterns by which hotels delight their guests. The paper explores the Torres and Kline model in light of the data and proposes...