Should we delight the customer?

By Roland T. Rust, R. Oliver. 2000

800 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/2bd983cb3378cf56c27dff6356cede0ec49605d9

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Citations in the corpus

Delighted or Satisfied? Positive Emotional Responses Derived from Theme Park Experiences (2017, background): “Scherer, K. R. (1997). Profiles of emotion-antecedent appraisal: Testing theoretical predictions across cultures. Cognition & Emotion, 11(2), 113-150. Torres, E. N., & Kline, S. (2006). From satisfaction to delight: a model for the hotel industry.”
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).”
Customer delight and market segmentation: an application of the three-factor theory of customer satisfaction on life style groups. (2008, background): “Providing product or service features that delight customers requires extra effort on the firm’s part (Rust & Oliver, 2000), companies must carefully evaluate how to spend scarce resources on product or service improvements.”
Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context (2017, background): “The positive asymmetric effect of delight on satisfaction is well-established in hedonic settings (Falk et al., 2010; Oliver et al., 1997; Rust & Oliver, 2000).”
Justice Perceptions as Predictors of Customer Satisfaction: The Impact of Distributive, Procedural, and Interactional Justice1 (2006, neutral): “The expectancy disconfirmation paradigm plays a prevailing role (Anderson, 1973; Devlin, Gwynne, & Ennew, 2002; Oliver, 1980, 1981, 1993; Rust & Oliver, 2000; Spreng & Mackoy, 1996).”
The Role of Emotions in Service Encounters (2002, background): “Recent conceptual work suggests that one specific form of positive emotion, delight, cannot be achieved without high levels of performance, the result of extraordinary efforts by the firm or its service personnel (Rust and Oliver 2000).”
Understanding Customer Delight (2011, background): “…were to exist then it would be conceptually acceptable to equate “fully satisfied” with “delighted,” which is not a valid assertion because of the surprise component needed for delight to transpire (e.g. Arnold et al. 2005; Berman 2005; Crotts and Magnini forthcoming; Rust and Oliver 2000).”
Behavioral Consequences of Overbooking Service Capacity (2007, background): “…receives more than he or she was promised when the ticket was purchased; to date, this has been discussed in the literature on customer delight or in the context of other service performance that has exceeded expectations (e.g., Finn 2005; Oliver, Rust, and Varki 1997; Rust and Oliver 2000).”
Customer Referral Management: Optimal Reward Programs (2000, background): “Thus, the exact nature of the antecedents of delight is still debated (see also Rust and Oliver 2000).”
Exploring the factors of gastronomy blogs influencing readers' intention to taste. (2011, background): “Rust and Oliver (2000) indicated that feelings of excitement or curiosity can prompt expectation of food experiences since a need to taste local food or regional beverages may come from excitement seeking, thus pushing people to have exciting experiences.”