Customer Delight: A Review and Agenda for Research
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DOI: 10.1080/10696679.2019.1577686
Abstract: Nearly 20 years ago the concept of customer delight was introduced to the academic literature. Since then a plethora of academics have studied the construct across many diverse contexts. Unfortunately, there has not been a… read more here.
Keywords: research; customer delight; review; delight review ... See more keywords
Can Engaged and Positive Employees Delight Customers?
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DOI: 10.1177/1523422317741886
Abstract: The Problem Although there have been a plethora of studies on the determinants of customer delight in marketing literature, less attention has been given to understand the role of employees’ work engagement and psychological capital… read more here.
Keywords: customer delight; customer; engaged positive; psycap customer ... See more keywords