How to Delight Your Customers

By Barry Berman. 2005

449 citations recorded by the source corpus.

Subfields: Management of Technology and Innovation, Social Psychology

View Paper: https://www.semanticscholar.org/paper/4830c1f7f7b23e13250e49a1042e9c9634100bb5

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In Management of Technology and Innovation

In Social Psychology

Citations in the corpus

Employee Satisfaction: Does Kano's Model Apply? (2004, background): “The basic idea of this model is widely accepted in current research (Anderson & Mittal, 2000; Fuchs, 2002; Gale, 1994; Johnston, 1995; Matzler et al., 1996, 1998, 2004; Oliver, 1997; Vavra, 1997).”
Customer delight and market segmentation: an application of the three-factor theory of customer satisfaction on life style groups. (2008, background): “It is argued that a company whose customers are in the zone of satisfaction is not able to differentiate itself from its competitors (Berman, 2005).”
Customer value‐based pricing strategies: why companies resist (2008, methodology): “Based on the conceptual work of Kano, the methodology of Matzler et al. (1996) ask customers to respond to a questionnaire by indicating the importance of (and satisfaction with) a set of existing and new product attributes.”
Integrating the Kano Model and QFD for Designing New Products (2007, background): “, 1996 ) brings a different perspective for the analysis of improvement opportunities in products and services because it takes into consideration the asymmetrical and non-linear relationship between performance and satisfaction.”
Importance-performance analysis revisited: the role of the factor structure of customer satisfaction (2003, background): “…however, suggests that service or product attributes fall into three categories with a different impact on customer satisfaction [Oliver, 1997, Matzler et al., 1996, Johnston, 1995]: first, basic factors (satisfiers) are minimum requirements that cause dissatisfaction if not fulfilled but do…”
Investigating the Key Routes to Customer Delight (2011, background): “For example, firms that delight their customers are able to create emotional bonds, stronger memories, higher levels of loyalty, commitment, willingness to pay, and word of mouth (e.g., Arnold et al. 2005; Barnes, Beauchamp, and Webster 2010; Berman 2005; Keiningham and Vavra 2001).”
Measuring the Relative Importance of Service Dimensions in the Formation of Price Satisfaction and Service Satisfaction: A Case Study in the Hotel Industry (2006, background): “Recent research into customer satisfaction suggests that service or product attributes fall into three categories with a different impact on customer satisfaction: basic factors, performance factors, and excitement factors (Anderson & Mittal, 2000; Gale, 1994; Johnston, 1995; Matzler et al., 1996; M”
Using a revised importance–performance analysis approach: The case of Taiwanese hot springs tourism (2007, background): “Berman (2005) pointed out that customer delight is not same as customer satisfaction.”
Understanding Customer Delight (2011, background): “Despite the above discrepancy in the literature, the influence of customer delight on positive W-O-M behavior is quite strong (Berman 2005; Torres and Kline 2006).”
A Cognitive Appraisal Process of Customer Delight: The Moderating Effect of Place Identity (2020, background): “Third, satisfaction is more cognitive although it has a dual cognitive and affective nature (Oliver, Rust, and Varki 1997), whereas delight is entirely affective (Berman 2005).”
Two Decades of Using Kano's Theory of Attractive Quality: A Literature Review (2008, background): “The most common modification of the quality dimensions has been a reduction in the number of dimensions from five to three (Matzler et al. 1996; Moura e Sá and Saraiva 2001; Pawitra and Tan 2003).”