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Literature review on customer delight

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Added: 26.04.2021
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This website uses cookies to manage authentication, navigation, and other functions. By using our website, you agree that we can place these types of cookies on your device. View e-Privacy Directive Documents. My literature research has revealed that customer satisfaction can be defined as an overall customer attitude towards a service provider, or an emotional reaction to the difference between what customers anticipate and what they receive, regarding the fulfilment of some need, goal or desire. Satisfaction represents a veritable key of modelling the acquisition behaviour of the customer, being supported by three groups of variables:.
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Customer Satisfaction vs Customer Delight

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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

Skip to search form Skip to main content You are currently offline. Some features of the site may not work correctly. DOI: The purpose of this study is to identify… Expand.
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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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