Investigating the Key Routes to Customer Delight

By Donald C. Barnes, N. Ponder, Kranti Dugar. 2011

96 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/a47c3c42c54d681ec0178b1460d44db0d3f277ea

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. J. A. G. Folse

In Organizational Behavior and Human Resource Management

1. J. A. G. Folse

Citations in the corpus

• The road to customer loyalty paved with service customization (2016, background): “Barnes, Ponder, and Dugar (2011) also find these interpersonal factors present in customer experiences of delight with an additional antecedent including perceptions of FLE skill.”
• Service Quality: The Impact of Frequency, Timing, Proximity, and Sequence of Failures and Delights (2014, background): “The second examines the causes and effects of customer delight (Arnold et al. 2005; Arnould and Price 1993; Barnes, Beauchamp, and Webster 2010; Barnes, Ponder, and Dugar 2011).”