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Journal articles on the topic 'Delighted Customers'

Author: Grafiati

Published: 4 June 2025

Last updated: 1 August 2025

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1

Aityassine, Fatima Lahcen Yachou. "Customer satisfaction, customer delight, customer retention and customer loyalty: Borderlines and insights." Uncertain Supply Chain Management 10, no. 3 (2022): 895–904. http://dx.doi.org/10.5267/j.uscm.2022.3.005.

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The aim of this study is to investigate the effects of customer satisfaction and customer delight on customer loyalty through customer retention. Data were collected using a questionnaire developed based on the literature and administered to a sample of restaurant customers consisting of 376 customers. Using IBM SPSS and AMOS software for data analyses, the results indicate that customer retention had a perfect mediating role in the effect of customer satisfaction on customer loyalty and a partial mediating role in the effect of customer delight on customer loyalty. The study provided several

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N. Torres, Edwin, Xiaoxiao Fu, and Xinran Lehto. "Are there gender differences in what drives customer delight?" Tourism Review 69, no. 4 (2014): 297–309. http://dx.doi.org/10.1108/tr-04-2014-0012.

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Purpose – This paper aims to understand how male and female hotel guests become delighted customers. It aims to present the similarities and differences along with respective implications for theory and application. Design/methodology/approach – During a period of three months, tourists were interviewed at an upscale Florida hotel. A total of 208 semi-structured interviews were conducted. The script for the interviews was based on an interview protocol used by Crotts et al. Adapted from a previous customer delight study (Torres and Kline), a codebook was developed to determine the salient them

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Hicks, Jessica M., Bridget K. Behe, Thomas J. Page, Jennifer H. Dennis, and R. Thomas Fernandez. "(153) Delighted Consumers Buy Again." HortScience 40, no. 4 (2005): 1063E—1064. http://dx.doi.org/10.21273/hortsci.40.4.1063e.

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Customers take some risk when they buy plants, and the emotions they experience from that purchase are important indications of whether they will return to buy again. Previous research by Dennis et al. showed that regret, a negative emotion, caused consumer switching behavior by their intentions to either buy an alternative product, purchase products from an alternative retailer, or switch out of gardening entirely. What happens when things go right? Customer satisfaction has been the metric businesses use to quantify success in customer retention. If customers who regret the purchase switch,

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Roberts-Lombard, Mornay, and Daniël Johannes Petzer. "Customer satisfaction/delight and behavioural intentions of cell phone network customers – an emerging market perspective." European Business Review 30, no. 4 (2018): 427–45. http://dx.doi.org/10.1108/ebr-03-2017-0061.

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PurposeThis study aims to investigate the extent to which the satisfaction/delight experienced by customers of cell phone network service providers is influenced by their perceptions of the networks’ employee service delivery skills and the value that the customers derive from the networks’ offerings. In turn, the influence of the extent of their satisfaction/delight on future behavioural intention (BI) is determined.Design/methodology/approachA descripto-explanatory research design is followed and data are collected from satisfied/delighted cell phone network service provider customers using

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Elias-Almeida, Anabela, Francisco Javier Miranda, and Paulo Almeida. "Customer delight: perception of hotel spa consumers." European Journal of Tourism, Hospitality and Recreation 7, no. 1 (2016): 13–20. http://dx.doi.org/10.1515/ejthr-2016-0002.

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Abstract Delighted customers are those whose expectations have been exceeded by the service provider. Competitors in the hotel business need to go beyond what is expected in order to satisfy the guest with an unpredictable positive experience. This study was aimed to clarify the significance of customer delight as an antecedent to customer loyalty, in five-star hotel spas in Portugal. To better understand spa consumers’ perception of delight, the development and testing of an integrated model was undertaken by examining the relationship between perceived service quality, customer satisfaction,

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Sundo, Analyn F. "IMPROVING DINING SERVICE TO FOSTER CUSTOMER DELIGHT IN RESTAURANTS: AN EXAMINATION OF KEY INFLUENTIAL FACTORS." Ignatian International Journal for Multidisciplinary Research 2, no. 8 (2024): 816–34. https://doi.org/10.5281/zenodo.13311177.

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This study aimed to explore the relationship between service quality dimensions and Customer Delight in Casual Dining Restaurants. A descriptive correlation research design was used, utilizing statistical tools such as mean, standard deviation, and multiple regression analysis. The study investigated two hundred twenty (220) customers from various identified casual dining restaurants in Valencia City Bukidnon. A survey type of research questionnaire- checklist was administered to gather the data needed. The finding of the study indicates a significant association between customer’s asses

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Mohd, Syed Abdul Kadir Syed, and Rohani M. M. Yusoff. "RELATIONSHIP BETWEEN CUSTOMER’S NEEDS OF JUSTICE AND CUSTOMER EXPERIENCE IN DELIGHTING CUSTOMER." All Sciences Abstracts 1, no. 1 (2023): 6. http://dx.doi.org/10.59287/as-abstracts.535.

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Telecommunication is one of the leading industries in Malaysia. Telekom Malaysia Bhd as the leader and service provider in this industry besides Maxis and Celcom. This study focuses on Unify services which provide land line services for household. Delighting customer has been the upmost priority of Telekom Malaysia Bhd, while the customers have several type of needs, namely (i) needs of justice, and customer experience as according to Schneider and Bowen (1999) that needed to be fulfilled in order for the customer to be delighted. Accordingly aims to analyse the relationship between these need

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Saunders, Paula M., Robert F. Scherer, and Herbert E. Brown. "Delighting Customers By Managing Expectations For Service Quality: An Example From The Optical Industry." Journal of Applied Business Research (JABR) 11, no. 2 (2011): 101. http://dx.doi.org/10.19030/jabr.v11i2.5880.

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Customer satisfaction measurement and management has the overall objective of satisfying---perhaps even delightingcustomers. Exceeding expectations (i.e. going beyond basic customer satisfaction) is now widely recognized as an effective route to strategic, market-driven organizational behavior. In the current study, expectations of customers of a wholesale optical organization who were delighted with a suppliers total product and service offering were compared and contrasted with those who were not delighted but were still either satisfied, or somewhat satisfied, with the focal organizations p

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Shaheen, Musarrat, Farrah Zeba, and Pankaj Kumar Mohanty. "Can Engaged and Positive Employees Delight Customers?" Advances in Developing Human Resources 20, no. 1 (2017): 103–22. http://dx.doi.org/10.1177/1523422317741886.

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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 (PsyCap) in satisfying and delighting customers. The objective of the present study is threefold—the first is to examine how engaged employees are positive and efficacious; the second is to investigate how engaged, positive, and efficacious employees delight patients specifically in the health care sector; and the third is to examine how the relationship between em

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Sashi, C. M., Gina Brynildsen, and Anil Bilgihan. "Social media, customer engagement and advocacy." International Journal of Contemporary Hospitality Management 31, no. 3 (2019): 1247–72. http://dx.doi.org/10.1108/ijchm-02-2018-0108.

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PurposeThe purpose of this study is to examine how social media facilitates the process of customer engagement in quick service restaurants (QSRs). Customers characterized as transactional customers, loyal customers, delighted customers or fans, based on the degree of relational exchange and emotional bonds, are expected to vary in their propensity to engage in advocacy and co-create value.Design/methodology/approachHypotheses linking the antecedents of customer engagement to advocacy are empirically investigated with data from the Twitter social media network for the top 50 US QSRs. Multiple

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张, 跃先. "Do Delighted Customers Drive Customer Engagement Behavior? A Mediated Moderation Model." Management Science and Engineering 12, no. 01 (2023): 25–32. http://dx.doi.org/10.12677/mse.2023.121003.

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Zhang, Tingting, Can Lu, Edwin Torres, and Po-Ju Chen. "Engaging customers in value co-creation or co-destruction online." Journal of Services Marketing 32, no. 1 (2018): 57–69. http://dx.doi.org/10.1108/jsm-01-2017-0027.

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Purpose This paper aims to develop a theoretical model to understand co-creation/co-destruction of value through customer engagement in online channels. It also investigates the contributing factors. Design/methodology/approach The qualitative approach uses the critical incidents technique to answer the research questions. The authors identify 350 critical incidents in which customers expressed online customer engagement-induced value co-creation or co-destruction experiences. The factors and resulting propositions are identified through data analysis. Data coding and analysis are facilitated

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Uppal, R. K. "Customer Service in Banks: Mapping Excellence in Emerging New Competitive Era." Information Management and Business Review 2, no. 5 (2011): 193–202. http://dx.doi.org/10.22610/imbr.v2i5.900.

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The Indian Banking Industry has undergone radical changes due to liberalization and globalization measures undertaken since 1991. Today, Indian Banking Industry is one of the largest in world. There has been a great surge in efficient customer services. A highly satisfied and delighted customer is a very vital nonfinancial asset for the banks in the emerging IT era. The curtsey, accuracy & speed are like a crown factors for a bank. Based on the responses of 768 customers of public sector bank, Indian Private Sector Bank & Foreign Bank (each one from these groups) operating in Amritsar

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Chhabra, Gurpreet Kaur. "Satisfying Service Customer through a Strong Service Strategy." IRA-International Journal of Management & Social Sciences (ISSN 2455-2267) 12, no. 2 (2018): 25. http://dx.doi.org/10.21013/jmss.v12.n2.p2.

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Services require a lot of customer interaction and involvement. Research in the field of service marketing suggests that this particular sector mainly earns profit from customer retention. Therefore the need of the hour is to design a strong service strategy. It is easy to get a customer through strong advertising or publicity efforts but retaining customers and keeping them delighted is almost impossible for any firm. Therefore they have to continuously keep on innovating in order to understand and surpass the rising customer expectations. But still at times despite of the best efforts of com

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Ludwig, Nadine L., Donald C. Barnes, and Matthias Gouthier. "Observing delightful experiences of other customers: the double-edged sword of jealousy and joy." Journal of Service Theory and Practice 27, no. 1 (2017): 145–63. http://dx.doi.org/10.1108/jstp-07-2015-0171.

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Purpose Deciding on the appropriate level of service is one of the paramount decisions a firm must make. Making this decision more complicated is the debate regarding the viability of aiming for the highest level of service or customer delight. One avenue of research missing from the literature is the impact of providing delight to one customer while in the presence of others. In response the purpose of this paper is to evaluate the emotional and cognitive reactions of the observing customer. Design/methodology/approach Structural equation modeling was utilized to evaluate a sample of 272 resp

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Herman, Herman, Dion Achmad Armadi, and Rhino Indira Gusniawan. "Peranan Media Sosial dalam Peningkatan Kepuasan Pelanggan PERUMDA Tirta Pakuan Kota Bogor." Prosiding Seminar Nasional Forum Manajemen Indonesia - e-ISSN 3026-4499 2 (November 21, 2024): 224–34. http://dx.doi.org/10.47747/snfmi.v2i1.2310.

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This study aimed to determine the extent of the role of social media in increasing customer satisfaction at Perumda Tirta Pakuan, Bogor City. The sampling technique used Cluster Stratified and Systematic Unproportional Sampling. In conducting this study, researchers and Perumda Tirta Pakuan, Bogor City, identified the characteristics of Perumda Tirta Pakuan customers based on information provided by 2300 (two thousand three hundred) customers who were respondents in 2022. In addition, customer groups were classified based on zones, administrative areas, and tariff groups. The administrative ar

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Praise God Zungu, Nkululeko, and Roger B. Mason. "Young clients’ attitudes to service quality at retail banks in a developing country." Banks and Bank Systems 12, no. 1 (2017): 44–53. http://dx.doi.org/10.21511/bbs.12(1).2017.05.

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The aim of this paper is to investigate service quality as perceived by younger customers of retail banks in a developing country. The objectives include identifying customers’ levels of satisfaction and loyalty to their banks and to identify the levels of service quality associated with such satisfaction and loyalty. The instrument used to collect data via a survey of retail bank customers was an adaptation of the SERVQUAL questionnaire. A total of 448 students were surveyed, using a mix of systematic and quota sampling, with data being collected on university campuses. Data were analyzed usi

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John, Seethu, and M. Thaiyalnayaki. "Customer satisfaction in retail services – a study with reference to kottayam district in kerala." Salud, Ciencia y Tecnología - Serie de Conferencias 3 (June 14, 2024): 907. http://dx.doi.org/10.56294/sctconf2024907.

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Purpose: The main aim of this research paper is to ascertain the factors influencing the service quality of retail services in the study area and to identify the strategies of retail services leading to customer satisfaction of retail services as well as to measure the influence of demographic variables on the level of satisfaction of retail services.Design/ Methodology: The comprehensive framework for ascertaining customer satisfaction on service quality of retail services was subsequently accompanied by the collection of data through a structured questionnaire. The researcher used convenienc

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Mandal, Pratap Chandra. "Marketing of Private Labels." International Journal of Business Strategy and Automation 2, no. 1 (2021): 70–81. http://dx.doi.org/10.4018/ijbsa.20210101.oa5.

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Private labels are developed and sold by retailers and wholesalers. Private labels are gaining in importance and are competing with established brands. Private labels succeed because of certain critical factors. Such brands differentiate themselves and add value so that customers choose such brands over established brands. Companies selling private labels adopt a number of strategies and initiatives to succeed in the competition. The study discusses all these aspects, the reasons for success of private labels, and the measures such brands adopt to achieve business excellence. Academicians and

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Ms., M. Pushpa, and Minu Zachariah Dr. "Managing Aesthetic Labour Through Hr Practices at Hypermarkets in Indian Retail Sector." International Journal of Trend in Scientific Research and Development 2, no. 5 (2018): 183–97. https://doi.org/10.31142/ijtsrd15811.

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The retail industry in India is booming and witnessing huge growth. It provides 8 employment, accounts over 10 of the Gross Domestic Product GDP of our country. The overall retail market is expected to grow at 12 per annum providing more employment opportunities in India in future and is believed to be one of the major contributors to the Indian economy. As the growth of this industry is driven by the staff and their approach towards customers, it is imperative that the industry hire skilled and quality manpower resources capable of maintaining good rapport with the customers. This is because

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Kurniawan, Mohammad Yazid, and Dzakiyah Widyaningrum. "Analysis Of Customer Satisfaction at PT. Sela Kontes Produksi Using Servqual, CSI, And IPA Methods." Jurnal Sains dan Teknologi Industri 21, no. 2 (2024): 262. http://dx.doi.org/10.24014/sitekin.v21i2.29747.

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PT. Sela Kontes Produksi is a company in Gresik district that organizes services for children's photo competition events. A significant decrease in participants is a problem PT Sela Kontes Produksi faces due to unresolved customer complaints. This research aimed to determine customer satisfaction with service quality and evaluate the level of service at PT Sela Kontes Produksi. The methods used are Servqual (Service Quality), CSI (Customer Satisfaction Index), and IPA (Importance Performance Analysis). Data was collected by distributing questionnaires to 60 respondents who were service users o

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Jovović, Milorad, Nikola Mišnić, Bojan Pejović, and Marija Mijušković. "Customer Satisfaction and Switching Intentions of Banking Services End-Users in Montenegro." Journal of Central Banking Theory and Practice 12, no. 1 (2023): 45–56. http://dx.doi.org/10.2478/jcbtp-2023-0003.

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Abstract Numerous research studies of the various companies’ business practices indicate a strong relationship between customer satisfaction, as an overall positive response generated after the use of the specific product or service, and their intention to continue using the products/services of the company. As a rule, satisfied and particularly delighted customers show intention to return and become loyal, whereas dissatisfied and disappointed customers have switching intentions. Therefore, the objective of this study is to empirically test to which extent the intention to switch banks in Mon

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Oppong, E. Oppong, and A. A. Boasiako Boasiako. "Drivers of Customer Satisfaction in the Hotel Industry in Ghana: The Role of Personality, Staff Service Quality and Physical Environment." Pentvars Business Journal 10, no. 2 (2017): 35–51. http://dx.doi.org/10.62868/pbj.v10i2.135.

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The purpose of the study was to examine the extent at which personality factors (extraversion, agreeableness, and neuroticism), staff service quality, and physical environment (room and outside facilities) influence customer satisfaction in the hotel industry in Ghana. It further sought to identify which of these factors is the most influential in keeping customers satisfied with hotel services in Ghana. The study was a cross-sectional survey and employed quantitative research approach. The population of the study comprised of hotel guests in Accra. Purposive and convenience sampling methods w

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Kasambu, N., and R. Sritharan. "Effect of Age and Occupation on Customer Delight: An Empirical Study With Respect To Departmental Store." Asian Journal of Managerial Science 7, no. 2 (2018): 54–59. http://dx.doi.org/10.51983/ajms-2018.7.2.1309.

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Delighting customer means exceeding the expectations of the customer. Since departmental stores provides homogenous products and services to its customers there must unique attributes that not exactly meet but also surpass the customer’s needs and expectation and gratify them. Customer delight is one of the major factors that play a significant role in deciding on whether to do a business with a certain bank or not. Customer delight is giving customers the direct experience. The main aim of the article is to measure the Customer Delight in Departmental Stores.

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Intiswar, Mohamed Said, and James Maina Rugami. "Balanced Score Card and Service Delivery at National Health Insurance Fund in Mombasa County, Kenya." International Journal of Current Aspects 3, no. VI (2019): 251–70. http://dx.doi.org/10.35942/ijcab.v3ivi.88.

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The Public sector plays a critical role in the effective delivery of public services that are essential to the functioning of a state economy. The service delivery in the public sector has been noted to be ineffective due to self-interest service from the public sector officers, unlike the private sector, where focus is primarily on shareholder value. The study examined the effect of the balanced scorecard and service delivery at the national health insurance fund in Mombasa County, Kenya. The specific objectives of the study were to determine the effect of the financial perspective of the bal

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Dr., Appasaba L. V., and L. Thimmesha Dr. "ERGONOMICS AND EMPLOYEE SATISFACTION - A CASE STUDY OF SELECTED BANKS IN CHIKKAMANGALORE CITY OF KARNATAKA." International Journal of Current Research and Modern Education (IJCRME) 2, no. 2 (2017): 425–30. https://doi.org/10.5281/zenodo.5233754.

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Development in Technology has made frequent developments in service sectors. Especially banking sector is providing services to its customers very they are delighted. They are enjoying the facilities like online shopping, credit and debit card facilities, handling their money without holding that with their hands. In other words it is mandatory that the employees working at the various responsibilities in banks need to develop some skills and they are facing some occupational hazards also. Hence in front of the bank management it is very big challenge to maintain physical and mental health of

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Et. al., Ramesh Kumar Satuluri,. "Digital Transformation In Indian Insurance Industry." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 4 (2021): 310–24. http://dx.doi.org/10.17762/turcomat.v12i4.509.

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This paper titled “Digital Transformation in Indian Insurance Industry” is an attempt to give deep insights to all the readers on digital transformation in insurance space. Technological innovations are extensive and all encompassing. Disruptions are not industry specific and insurance industry is no exception to this. Recently regulator published a draft regulation on sandbox concept, which permits carriers to innovate their offering to end user. This is led by fintech and insure tech companies and carriers have structured digital boards to take this revolution forward.Major findings of this

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Ludwig, Nadine L., Sven Heidenreich, Tobias Kraemer, and Matthias Gouthier. "Customer delight: universal remedy or a double-edged sword?" Journal of Service Theory and Practice 27, no. 1 (2017): 22–45. http://dx.doi.org/10.1108/jstp-08-2015-0197.

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Purpose Over the last years, the concept of customer delight has moved into the focus of attention. The necessity of surprise for achieving customer delight and the problem of increased customer expectation (spiral of expectations) have been controversially discussed in the literature. The purpose of the paper is therefore to investigate whether customer delight necessarily requires surprise and whether a misdirected delight strategy can backfire by creating disloyal customers. Design/methodology/approach This study employs a 2 (after-sales extra value: yes vs no)×2 (knowledge about the extra

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Desiyanti, Ni Luh, I. Nengah Sudja, and Luh Kadek Budi Martini. "Effect of Service Quality on Customer Satisfaction, Customer Delight and Customer Loyalty (Study on LPD Desa Adat Sembung and LPD Desa Adat Seseh)." International Journal of Contemporary Research and Review 9, no. 03 (2018): 20660–68. http://dx.doi.org/10.15520/ijcrr/2018/9/03/483.

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LPD Desa Adat Sembung and LPD Desa Adat Seseh are LPDs that are categorized as healthy but in the last 3 years the number of savings customers increased but the growth of savings funds decreased. There is a decrease in the number of savings that occur each year in LPD Desa Adat Sembung and LPD Desa Adat Seseh. This study to confirm the relation of Service quality to Customer Satisfaction, Customer Delight and Loyalty of Customers of LPD Desa Adat Sembung and LPD Desa Adat Seseh. The population in this research is all customer of LPD Sembung and Seseh Adat Customers who become customer from LPD

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Hubay, Jane A., Manilyn Manos, John Vianne B. Murcia, and Allemar Jhone P. Delima. "Underlying dimension of customer delight in the restaurant industry: An exploratory factor analysis." International Journal of ADVANCED AND APPLIED SCIENCES 10, no. 4 (2023): 121–27. http://dx.doi.org/10.21833/ijaas.2023.04.015.

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This study was conducted to develop a customer delight framework for a restaurant in Davao City. The study comprises the following: 1) profile of the respondents; 2) customer delight factors as perceived by the respondents; and 3) underlying factors that characterize customer delight in a restaurant. The study was exploratory and used both qualitative and quantitative approaches; thus, a sequential mixed-method research design was necessary. The study was conducted using primary data. Focus group discussions were first initiated involving six regular diners and another six restaurant employees

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Guidice, Rebecca M., Donald C. Barnes, and Brian R. Kinard. "Delight spirals: the cause and consequence of employee perceived customer delight." Journal of Service Theory and Practice 30, no. 2 (2020): 149–70. http://dx.doi.org/10.1108/jstp-05-2019-0126.

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PurposeWith 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 emotions can positively impact other customers and employees in the service environment). Adding to this developing literature, the current research develops a model that links antecedents and outcomes to employee perceptions of customer delight.Design/methodology/approachBoth fi

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Lopes, Luisa, Eduardo Mangini, and Salete Esteves. "The Role of Value Co-Creation, Delight and Satisfaction on Tourism Loyalty: An Empirical Study in Hospitality." European Journal of Tourism, Hospitality and Recreation 14, no. 2 (2024): 214–30. https://doi.org/10.2478/ejthr-2024-0016.

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Abstract This paper investigates the relationship between value co-creation, delight, satisfaction, and loyalty in the hospitality sector, considering the perceptions of hotel customers in Portugal. To gain deeper insights into hotel customers‘ perception of delight, developing and testing an integrated model was undertaken by examining the relationship between these variables to expand the theory of customer delight when related, as a novelty, with value co-creation, customer satisfaction, and loyalty. The data for this investigation was collected through a questionnaire administered to 178 h

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Parasuraman, A., Joan Ball, Lerzan Aksoy, Timothy Lee Keiningham, and Mohamed Zaki. "More than a feeling? Toward a theory of customer delight." Journal of Service Management 32, no. 1 (2020): 1–26. http://dx.doi.org/10.1108/josm-03-2019-0094.

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PurposeResponding to an increasing call for a more comprehensive conceptualization of customer delight, the purpose of this paper is to expand the theory of customer delight and to examine the implications of such an expanded view for service theory and practice.Design/methodology/approachThis paper presents the results of three qualitative studies. The first study explores customer delight through self-reported consumption experiences in customer-selected contexts, followed by one-on-one in-depth interviews. The second involves focus groups and the third examines self-reported incidents of de

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Alhumud, Abdullah Abdulaziz, Sally Mohamed Amer, Eman AbdelHameed Hasnin, and Maha Ali Alsahely. "Enhancing Place Identity Through Food Customization and Customer Delight: Evidence from Healthy Food Restaurants." Qubahan Academic Journal 5, no. 1 (2025): 215–28. https://doi.org/10.48161/qaj.v5n1a1529.

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Nowadays, customization allows customers to become co-designers of a product by add- ing symbolic and emotional values to the product. Thus, customers' lives are shaped by the customiz- ing process and the decisions they must make. Despite, the extensive body of research on customiza- tion. The influence of food customization and customer delight on place identity has not received enough empirical investigation, this study aims to fill this gap. This study aims to evaluate how food customization influences customer delight and place identity. In addition, we examine the mediation role of custo

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Naz, Farheen, Ayman Alshaabani, Ildikó Rudnák, and Róbert Magda. "Role of Service Quality in Improving Customer Loyalty towards Telecom Companies in Hungary during the COVID-19 Pandemic." Economies 9, no. 4 (2021): 200. http://dx.doi.org/10.3390/economies9040200.

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The telecommunication sector is one of the most rapidly growing sectors in the world. The COVID-19 pandemic has created an increased dependence of customers on telecommunications to continue their work and studies. The increased usage of internet and telecom services during the COVID-19 pandemic has brought many risks and challenges for the telecom companies to meet the requirements of the consumers. In this regard, it is crucial to understand the factors affecting customer loyalty towards telecom companies during the COVID-19 pandemic. This study is conducted to evaluate the effect of service

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Wiradendi Wolor, Christian, and Hady Efendy. "The Transformation of Customer Satisfaction Become Customer Delight." Case Studies in Business and Management 4, no. 2 (2017): 109. http://dx.doi.org/10.5296/csbm.v4i2.11946.

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Consumer satisfaction is considered a prerequisite for the emergence of positive behavior. It is not always the case. Several previous studies have suggested that it is not enough to simply provide satisfaction for customers because there is some low correlation between satisfaction and loyalty. This may explain why satisfied customers still leave the company. Executives from reputable companies engaged in services affirm that it is not enough to simply provide customer satisfaction, and is a priority to drive customer satisfaction into customer delight. The aim of this research is to analyze

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Kinogo, Ismail, Dev Jani, and John R. P. Mwakyusa. "Customer delight and switching behaviour in Tanzanian online banking: the mediating role of switching intentions." African Business Management Journal 2, no. 2 (2024): 43–55. http://dx.doi.org/10.58548/2024abmj22.4355.

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This study aimed to investigate the contribution of customer delight to customer switching behaviour and the mediating role of switching intentions in this relationship within the context of online banking services. An explanatory research design was employed, utilising survey data from 391 qualified online banking customers in Tanzania. Self-administered questionnaires were used, with respondents selected through a convenience sampling method. Data were analysed using partial least squares structural equation modelling in Smart-PLS version 4.0, with a 95% bias-corrected confidence interval bo

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Roberts-Lombard, Mornay, Lebogang Makola, Tholakele Nkosi, and Sizakele Mabhena. "Loyalty intentions as an outcome of customer delight in a services environment - a South African perspective." African Journal of Business and Economic Research 15, no. 4 (2020): 71–96. http://dx.doi.org/10.31920/1750-4562/2020/v15n4a4.

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The study explores the delight phenomenon by investigating customer delight, its antecedents and its postcedents in the cell phone industry of South Africa. Data was collected from 450 customers of cell phone companies who considered themselves satisfied overall with their cellular service provider. This study extends the model proposed by Roberts-Lombard and Petzer (2018) and attempts to substantiate their findings in South Africa through applying the extended model in a parallel industry context. The results indicate that perceived employee service delivery skills and perceived value are imp

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Torres, Edwin N., Ady Milman, and Soona Park. "Delighted or outraged? Uncovering key drivers of exceedingly positive and negative theme park guest experiences." Journal of Hospitality and Tourism Insights 1, no. 1 (2018): 65–85. http://dx.doi.org/10.1108/jhti-10-2017-0011.

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Purpose Despite multiple studies of customer delight in various service industries, limited research exists in the hedonically driven theme park context. The purpose of this paper is to explore the key drivers of customer delight and outrage in theme parks by analyzing TripAdvisor’s comments from visitors to the top 20 North American theme parks. Design/methodology/approach Following the analysis of thousands of extremely positive and negative comments using MAXQDA qualitative software, keywords drivers of delight and outrage were identified. The researchers applied both thematic and root caus

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Ruffles, P. C. "Innovation in aero engines." Aeronautical Journal 100, no. 1000 (1996): 472–84. http://dx.doi.org/10.1017/s0001924000067518.

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AbstractToday the aerospace industry is ranked in the top three industrial sectors in the UK. With air traffic expected to more than double by 2015, there are tremendous wealth creation opportunities for those who satisfy their customer's needs. Innovation — the successful exploitation of new ideas — is a key ingredient in achieving this. It is an engine of growth because it delights the customer — and that delight is the basis for long-lasting customer loyalty. Henry Royce recognised the importance of exceeding the customer's expectations and laid the foundations for Rolls-Royce's long tradit

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Foroughi, Behzad, Mohammad Iranmanesh, Hassan F. Gholipour, and Sunghyup Sean Hyun. "Examining relationships among process quality, outcome quality, delight, satisfaction and behavioural intentions in fitness centres in Malaysia." International Journal of Sports Marketing and Sponsorship 20, no. 3 (2019): 374–89. http://dx.doi.org/10.1108/ijsms-08-2018-0078.

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Purpose The purpose of this paper is to investigate the effects of process and outcome quality on fitness members’ delight and satisfaction. Furthermore, the relationships between delight, satisfaction and behavioural intention are investigated. Design/methodology/approach Data were obtained from a survey of 379 members of fitness centres in Malaysia and analysed using the partial least squares technique. Findings The results indicated that process quality and outcome quality had a significant effect on customer delight and satisfaction. Furthermore, customer delight influenced customers’ sati

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Panuganti, Hanumanth Rao, and Rajakumar Subramanian. "Enhanced Throttled Load Balancing for Virtual Machine Allocation in Multiple Data Centers." Scalable Computing: Practice and Experience 25, no. 5 (2024): 3453–67. http://dx.doi.org/10.12694/scpe.v25i5.3165.

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”Cloud computing” hosts software and other services in remote data centers that customers can access worldwide. The user may access all the services and applications online. The IT industry has benefited greatly from the proliferation of cloud computing. On the flip side, organizations moved their operations to the cloud as a result of industrial automation. A surge in demand for cloud computing was directly correlated to the quick migration of businesses. Businesses looking to minimize expenses without sacrificing service quality will find this approach to be ideal. Considering the meteoric r

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Zargham, Abdullah, Ihtisham Ul Haq, Tamara Alshloul, et al. "Revolutionizing Small-Scale Retail: Introducing an Intelligent IoT-based Scale for Efficient Fruits and Vegetables Shops." Applied Sciences 13, no. 14 (2023): 8092. http://dx.doi.org/10.3390/app13148092.

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In the bustling streets of Pakistan, small-scale fruits and vegetables shops stand as vital hubs of daily life. These humble establishments are where people flock to satisfy their everyday needs. However, the traditional methods employed by shopkeepers using manual weighing scales have proven to be time-consuming and limit the shopkeepers’ ability to serve multiple customers simultaneously. But in a world rapidly embracing automation and propelled by the wonders of artificial intelligence, a revolution is underway. In this visionary paper, we introduce the concept of an intelligent scale that

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Ting, Shueh-Chin. "Does Increasing Attractive Attributes Lead to Positive Outcomes in a Consumer Context?" Social Behavior and Personality: an international journal 40, no. 6 (2012): 985–91. http://dx.doi.org/10.2224/sbp.2012.40.6.985.

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In terms of customer satisfaction, by giving a product or service attractive attributes it is possible to create a new market and expand the share in an existing market, thus increasing profitability. However, there is a need for an examination of the attractive attributes, involving their quality and frequency of usage (quantity), that should be provided to customers at the time of purchase. In this study the customer's emotions of gratitude and guilt were investigated to explain why the effect of attractive attributes on customer delight is not always positive. Results suggest that the shape

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Escobar Rivera, Dalilis, Marti Casadesús Fa, Paulo Alexandre Costa Araújo Sampaio, and Alexandra Simon Villar. "Exploring the Role of Service Delivery in Remarkable Tourism Experiences." Sustainability 11, no. 5 (2019): 1382. http://dx.doi.org/10.3390/su11051382.

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The purpose of the article is to analyze through a service-experience framework the consequences and contingency factors of Service Delivery (SD) in Remarkable Tourism Experiences (RTE) and explore to what extent these factors interact to evoke delight behaviors in customers. The proposal was validated with empirical data from 284 tourists collected through survey method on remarkable experiences in hotels and restaurants. Both an exploratory and a confirmatory analysis were developed using structural equation modeling (SEM). The result highlights to what extent SD components identified (servi

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Chang, Wei-Lun, and Chiao-Jung Chang. "Hedonic experience of customer re-patronizing intention: a system dynamics viewpoint." Kybernetes 46, no. 10 (2017): 1674–91. http://dx.doi.org/10.1108/k-03-2017-0087.

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Purpose This research paper expects to discover the causal relationships between hedonic value and certain factors by using the concept of system dynamics, which is a process-oriented method that can deal with a large number of variables and a higher-order non-linear system. Thus, this research paper’s purposes are to explore the degree of customer delight on re-patronizing intention, investigate the importance of word-of-mouth (WOM) on re-patronizing intention of new customers and discover the gap between service recovery and customer expectation. Design/methodology/approach This research aim

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INDRIYANTI, IRMA SATYA, and FLORENSIA IRENE. "THE EFFECT OF WATERPARK IMAGE THROUGH DELIGHT AND SERVICE QUALITY ON CUSTOMER LOYALTY." Media Bisnis 12, no. 2 (2021): 133–38. http://dx.doi.org/10.34208/mb.v12i2.918.

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The purpose of this study was to examine and analyze the influence of waterpark image through delight and service quality to customer loyalty on Waterboom Lippo Cikarang customers in Jabodetabek. This research is a descriptive study and causal relationship. The sample in this study were 200 respondents. This research method is SEM analysis with Warp PLS tools. The results of this study indicate that waterpark image, delight, and service quality have a significant and positive influence on customer loyalty. Whereas indirectly waterpark image influences customer loyalty through delight and servi

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Widyakto, Adhi, Endang Tri Widyarti, and Kamalina Din Jannah. "PENGARUH CITRA WAHANA PERMAINAN TRANS STUDIO BANDUNG MELALUI KESENANGAN DAN KUALITAS LAYANAN PADA LOYALITAS PELANGGAN." JURNAL STUDI MANAJEMEN ORGANISASI 17, no. 1 (2022): 54–60. http://dx.doi.org/10.14710/jsmo.v17i1.39183.

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The purpose of this study was to examine and analyze the influence of Rides image through delight and service quality to customer loyalty on Transtudio Bandung customers in Jabodetabek. This research is a descriptive study and causal relationship. The sample in this study were 200 respondents. This research method is SEM analysis with Warp PLS tools. The results of this study indicate that waterpark image, delight, and service quality have a significant and positive influence on customer loyalty. Whereas indirectly Rides image influences customer loyalty through delight and service quality.

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D, David Winster Praveenraj. "A Study on Customer Delight in Banking." Revista Gestão Inovação e Tecnologias 11, no. 2 (2021): 1447–65. http://dx.doi.org/10.47059/revistageintec.v11i2.1770.

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The banking industry like other industries have its own competition, uncertainties, new technological advancement and changing market conditions. Customer Satisfaction is one of the key area’s banks have to focus if it wants to be attained long-term success. In this study we have examined the level of satisfaction of the customers towards the services rendered by public and private sector banks. The main aim of the study is to evaluate the determinants of Customer Satisfaction in Banking Sector. For this a descriptive research was carried out to analyse the data collected from 105 customers of

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Assistant, Editorial, Hera Anam, and Dr Rafia Faiz. "AN EMPIRICAL EXAMINATION OF BRAND LOYALTY VIA CUSTOMER DELIGHT IN PAKISTAN." Journal of Management and Research 3, no. 1 (2019): 1–28. http://dx.doi.org/10.29145/jmr/31/0301002.

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The purpose of this study is to examine brand loyalty in Pakistan. This is in relation to investigating the relationship between brand attachment, surprise, customer brand engagement and customer satisfaction with customer delight. This innovative study addresses a clear research gap in the brand loyalty literature. A model is developed by the author. Empirical data for the study is collected from 350 self-administered questionnaires in Lahore City of Pakistan. Data analysis in SPSS shows that surprise or customer satisfaction do not have significant relationship with customer delight, but bra

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