Literature review on customer delight
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Customer Satisfaction vs Customer Delight
Customer experience – a review and research agenda | Emerald Insight
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. A comprehensive review of the literature has been undertaken. Flowing from a variety of conceptual, qualitative and quantitative articles, operational measures have been identified, and an instrument to measure customer delight has been proposed. Past research on customer delight identified various emotions that trigger delight, as well as human needs, traits and behaviors associated with delightful experiences, and features of the service experience commonly related to delight.
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Stop Trying to Delight Your Customers
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Metrics details. The study aims at investigating the characteristics and the satisfaction determinants of the emerging patient profile. Both qualitative semi-structured interviews and focus groups and quantitative survey analyses were performed on a random sample of Italian citizens-patients. Analyses entailed descriptive statistics, bivariate analysis and linear regressions.
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