Recent empirical research has shown the benefits for the service firm of providing customer delight. With this link established, it is now important to garner a greater understanding of the drivers of customer delight from the customer's perspective. In response, this research addresses three focal issues: (1) evaluating the types of employee behaviors in a service encounter that lead to delight, (2) assessing consumers' expectations prior to their delightful encounter, and (3) ascertaining the differences between satisfactory and delightful encounters at the customer level. The findings indicate that employee affect and employee effort are the strongest factors in producing delight. These factors were both ranked higher than employee skills with regard to delight. Importantly, it seems that the power of these factors has not been fully revealed in previous research. Further, this research provides support for the usefulness of both the disconfirmation paradigm and the less-utilized needs-based model for evaluating customer delight.

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Although the United States offers some of the most advanced psychological services in the world, not everyone in the country shares these services equally, resulting in health disparities. Health disparities persist when assessments do not appropriately measure different populations’ mental health problems. To address this assessment issue, we conducted principal axis factoring, confirmatory factor analysis, and Rasch analyses to assess the psychometric characteristics of the Brief Symptom Inventory-18 (BSI-18) to evaluate whether the BSI is culturally appropriate for assessing African American students’ psychological distress. The dimensional structure of the BSI was first identified and held up under cross-validation with a second sample and a white sample. The measure was unidimensional among African American and white students. Our results suggested BSI in our samples presented characteristics such as low person separation, stability across samples, and little differential item functioning. Most African American and white students identified themselves on the low end of the categories in a 0–4 rating scale, indicating their low endorsement of the items on the BSI. Rasch analyses were completed with the original scale but also collapsing the scale to three points, with some increase in separation and reliability for the collapsed scale. As anticipated, differences in mean BSI scores were found for mental health-related variables. Implications for theory and research on multicultural health scales are discussed as are effects of item skewness on analyses.

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