Reassessing the Foundations of Customer Delight

By Adam Finn. 2005

298 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/0cb38242193cd28a9589e5c6afe8f93f93eccb27

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Citations in the corpus

Service Quality: The Impact of Frequency, Timing, Proximity, and Sequence of Failures and Delights (2014, background): “Use of this term has also proved dominant in service marketing literature (e.g., Barnes, Ponder, and Dugar 2011; Finn 2005, 2012; Oliver, Rust, and Varki 1997; Rust and Oliver 2000).”
The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes (2012, background): “77) but also in terms of values, life experience, and behaviour as consumers (Colwell, Aung, Kanetkar, & Holden, 2008; Finn, 2005; Luck & Mathews, 2010; Luo, 2002).”
Beyond valence: a meta-analysis of discrete emotions in firm-customer encounters (2019, background): “Most of the research in this area seems to follow a purely valence-based approach (for a meta-analysis on the effects of positive and negative affect see Puccinelli et al. 2016), which is also popular in customer experience research (e.g., Finn 2005; Ou and Verhoef 2017; Tsai and Huang 2002).”
Antecedents and consequences of buyer‐seller relationship quality in the financial services industry (2009, background): “Maintaining high-quality relationships with customers appears to increase their willingness to provide referrals (Finn, 2005).”
Influence of brand experience on customer inspiration and pro-environmental intention (2020, background): “…previous researchers have found that customer inspiration significantly influences emotional responses, such as positivity and delightfulness (Finn, 2005; Liang et al., 2016; Thrash et al., 2010); attitudinal responses, such as brand attachment, customer satisfaction and loyalty (Böttger et…”
The role of the rural tourism experience economy in place attachment and behavioral intentions (2014, methodology): “Arousal is a state of heightened activation (Vanhamme, 2000; Oliver et al., 1997; Finn, 2005), the extent to which a person feels enthused and active during the consumption experience (e.”
Delighted or Satisfied? Positive Emotional Responses Derived from Theme Park Experiences (2017, methodology): “Previous studies have adopted this same schema to establish the relationship between delight and behavioral intentions by controlling the linear and non-linear effect of satisfaction on intentions (Finn, 2005, 2012).”
Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context (2017, background): “Oliver et al. (1997) and Finn (2005) refer to this as a ‘mundane’ service.”
Understanding Customer Delight (2011, background): “The most commonly reported outcome of customer delight is a positive repurchase intention (Arnold et al. 2005; Finn 2005; McNeilly and Bar 2006; Reichheld and Teal 1996) and willingness to recommend (Heskett 2002; Berman 2005; Torres and Kline 2006; Crotts and Magnini 2010).”
Customer Inspiration: Conceptualization, Scale Development, and Validation (2017, background): “Furthermore, customer inspiration may also trigger the emotional response of delight, which combines high pleasure (joy, elation) with a feeling of surprise (Finn 2005; Oliver, Rust, and Varki 1997).”
Corporate reputation, satisfaction, delight, and loyalty towards rural lodging units in Portugal (2011, methodology): “(1997) applied only one tem (intention to return) and Finn (2005) did not include any item or the intention to pay more.”
A Cognitive Appraisal Process of Customer Delight: The Moderating Effect of Place Identity (2020, background): “For example, companies have found that customers, despite being satisfied, could defect at a high rate (Finn 2005).”