Customer delight: universal remedy or a double-edged sword?

Purpose Over the last years, the concept of customer delight has moved into the focus of attention. The necessity of surprise for achieving customer delight and the problem of increased customer expectation (spiral of expectations) have been controversially discussed in the literature. The purpose o...

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Veröffentlicht in:	Journal of service theory and practice 2017-01, Vol.27 (1), p.22-45
Hauptverfasser:	Ludwig, Nadine L., Heidenreich, Sven, Kraemer, Tobias, Gouthier, Matthias
Format:	Artikel
Sprache:	eng
Schlagworte:	Anger Brand loyalty Costs Customer satisfaction Customer services Direct marketing Marketing Outsourcing Quality of service
Online-Zugang:	Volltext
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