...Edwin Torres; Murat Kizildag; Jongwon Lee Purpose The present research sought to analyze the effects of customer delight on both internal and external financial structures of publicly traded, service firms. Design/methodology/approach Primary (i.e. survey) and secondary (i.e. financial records...

... With increasing competition in the marketplace, there is a greater push for exceeding customer expectations and delivering customer delight to ensure firm’s success. The main reason for this push is the beneficial outcomes for the firm. More recently, hidden benefits have been identified (i.e. elevated customer...

... and provides conceptualizations of the key concepts – customer delight and anger. Next, the conceptual model and related hypotheses are presented. Then the data and measures are discussed, the research model is evaluated, and the results are presented. Finally, implications of the empirical results...

... attempting to minimize the impact of jealousy. This is the first research to quantitatively evaluate the impact of a customer viewing another customer receiving delight. Customer delight Joy Deservingness Jealousy Unfairness Previous studies have revealed that delighted customers...

...Joan Ball; Donald C. Barnes Arnould and Price’s (1993) work on extraordinary experiences provides a second example of an expanded view of delight beyond joy and surprise. Although they do not describe customer delight by name, the authors focus on the ambiguity of expectations and complexity...

... not expected if it is to demonstrate true service excellence. Only 23 per cent of the respondents defined service excellence as the fulfilment of obligations that the service provider promised to its customers in advance. Although the concept of customer delight has been around for some time (Heskett...