Customer Delight: A Review and Agenda for Research

Barnes, Donald C.; Krallman, Alexandra

doi:10.1080/10696679.2019.1577686

Cited by 68 publications

(68 citation statements)

References 46 publications

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“…Customer delight is one of the most desirable positive emotions; as such, the identification of its antecedents is a vital research theme (Barnes & Krallman, 2019). It is defined as an emotional response that combines a high level of pleasure (e.g., joy and elation) with a feeling of surprise (Oliver, Rust, & Varki, 1997).…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

Tourist inspiration and its consequences: The moderating role of neuroticism

Khôi

Tran

2021

Journal of Tourism Research

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Drawing on the cognitive appraisal theory, this study contributes by investigating how and why tourist inspiration elicits emotional responses of delight and transcendence, which in turn affect the intention to revisit a particular destination under the moderating effect of neuroticism. This study uses PLS‐SEM to test the proposed hypotheses on a dataset of 238 international tourists traveling to Vietnam. The results indicate that the states of inspired‐by and inspired‐to have positive effects on delight and transcendence, which in turn exert a positive influence on the intention to revisit. Neuroticism has negative moderating effects on the relationship between tourist inspiration and emotional responses.

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Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

Tourist inspiration and its consequences: The moderating role of neuroticism

Khôi

Tran

2021

Journal of Tourism Research

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“…By partnering with this retailer, this research answers concerns voiced in the delight literature that too many delight studies rely on snowball samples or student data (e.g. Barnes and Krallman, 2019). Of the 381 full-time frontline employees contacted, 110 completed the survey for a response rate of 29%.…”

Section: Main Studymentioning

confidence: 99%

“…Liu and Kah, 2015). In fact, of 20 quantitative articles included in a recent review of customer delight, 18 (90%) demonstrated positive outcomes stemming from customer delight (Barnes and Krallman, 2019).…”

Section: Introductionmentioning

confidence: 99%

Delight spirals: the cause and consequence of employee perceived customer delight

Guidice

Barnes

Kinard

2020

JSTP

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PurposeWith increasing competition in the marketplace, there is a greater push for exceeding customer expectations and delivering customer delight to ensure firm’s success. The main reason for this push is the beneficial outcomes for the firm. More recently, hidden benefits have been identified (i.e. elevated customer emotions can positively impact other customers and employees in the service environment). Adding to this developing literature, the current research develops a model that links antecedents and outcomes to employee perceptions of customer delight.Design/methodology/approachBoth field and panel data, as well as multiple statistical methods, were utilized to test the hypothesized relationships. The field data were collected from employees of a national specialty retailer.FindingsService climate and interpersonal influence have a positive impact on customer delight and employee perceptions of customer delight. In turn, employee perceptions of customer delight positively impact harmonious passion and job dedication. In addition, accountability for pleasing customers is a significant moderator of the relationship between employee perceptions of customer delight and harmonious passion, but not between employee perceptions of customer delight and job dedication.Research limitations/implicationsThis research contributes to the ongoing debate on the viability of customer delight as a service standard by investigating the under-studied perspective of the frontline employee.Practical implicationsThis research contributes to the debate on the value of customer delight as a service standard by investigating the under-studied perspective of the frontline employee. A key takeaway for practitioners is how to create and manage the delight spirals that can occur when customers are delighted.Originality/valueThis is the first study that evaluates antecedents and outcomes of employee-perceived customer delight in a single model. This is also the first study to measure the impact of employee perceptions of customer delight with field data.

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“…. ]) is a driver of delight (Barnes and Krallman, 2019), especially in amusement parks (Ali et al, 2018).…”

Section: [ ] To a Memorable Experiencementioning

confidence: 99%

Investigating consumer experience in hybrid museums: a netnographic study

Ducros¹,

Euzéby

2020

QMR

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Purpose Hybrid structures are emerging in the leisure sector that are neither museums nor amusement parks, but which borrow elements from both. Dedicated to the exploration of a cultural theme (cultural heritage, ecosystems and historic events), they use experiential marketing levers to entertain large publics while at the same time pursuing the cultural integrity of heritage. This study aims to examine how visitors perceive and experience the offer proposed by these hybrid museums and how they manage the dual (cognitive and sensorial) stimulation. The authors then consider the extent to which the experiential levers used to dramatize these venues help to deliver a unique experience. Design/methodology/approach The authors developed a qualitative approach based on a case study methodology. The authors first selected the case studies (the Cité du Vin – a wine museum in Bordeaux, France and the Cité de l’Océan – a museum dedicated to the ocean at Biarritz, France) and analysed them from two angles. The authors began by examining the managerial perspective from secondary data to identify the experiential levers used by providers and the promises made to visitors in terms of experience. The authors then analysed the visitors’ experiences through a netnographic approach. The data were drawn from visitor reviews of their experience as posted on Tripadvisor. Findings The authors show that hybrid museums manage to provide visitors with edutainment value, but the promise made by managers for a memorable experience by way of an immersive journey is not kept. The authors demonstrate that a hybrid museum environment contains certain elements that prevent visitors from enjoying immersion. More specifically, the authors note issues regarding the way the theme is expressed through spectacular buildings, the way visitors are free to choose their visit and the scenarization presented through digital devices. The authors also show that hybrid museums are perceived largely as traditional museums and so are subject to culturally-established preconceptions. Originality/value This contribution concerns a topic that has drawn little attention in the marketing literature, namely, hybrid museums. The authors adopted a qualitative methodology from the perspective of both the provider and the consumer to gain a global understanding of the hybrid museum. The data were analysed using a manual thematic analysis, completed with a QDAS to support the findings.

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Customer Delight: A Review and Agenda for Research

Cited by 68 publications

References 46 publications

Tourist inspiration and its consequences: The moderating role of neuroticism

Tourist inspiration and its consequences: The moderating role of neuroticism

Delight spirals: the cause and consequence of employee perceived customer delight

Investigating consumer experience in hybrid museums: a netnographic study

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