... result in the outcomes pursued. This paper aims to focus on the concept of customer delight and explore antecedents and consequences of interest to the service firm. More specifically, the proposed model explores the linkages of employee effort, employee expertise and the firm’s tangibles to customer...

... modeling. Findings – This research provides empirical evidence that employee-perceived customer delight impacts employee work engagement. However, through a process of feedback, customer service-based role conflict impacts the relationship between customer emotions and employee emotions. Finally...

... as the participant pool. Findings – The results indicate that providing an explanation helps to avoid raising customer expectations to unsustainable levels and enhances customer delight. Research limitations/implications – Using hypothetical scenarios, single test for each context, and having...