This research note explored the less-understood relationships between customer delights
and revisit intention. We draw on extant literature to develop and propose a new conceptual …

Practitioners utilise customer feedback metrics (CFM's) to monitor business performance.
However, the influence of CFM's on firm performance has been ignored. Thus, this paper …

Disasters and crises, including the COVID-19 pandemic, have created an uncertain and
challenging environment, particularly for the hospitality and service-based industries, forcing …

This study explores the benefits and risks of the blind box selling strategy, a unique type of
marketing approach wherein consumers purchase a package from a retailer without …

Purpose This study aims to develop and test an integrative model that examines the effects
of customization and perceived employee authenticity on customer delight, which in turn …

This research provides new insights into how customer delight functions across the tourism
experience. Drawing from literatures on delightful experiential encounters, service …

The recent emergence of customer experience management has sparked renewed interest
in customer delight. Building upon social comparison theory and the uncertainty literature …

Purpose Despite the significance of donations (Sadaqah) via mobile payment in Islamic
countries, little is known about the variables influencing continuance intention toward using …

Sensory marketing is a type of marketing orientation that targets customers' senses, through
customer's emotionally influencing to form mental connections. This study aims to determine …

Excellent service is essential to customer satisfaction and delight. Researchers have noted
that customers consider certain services unnecessary or redundant. However, a scale for …