How to Delight Your Customers

Berman, B. L.

doi:10.2307/41166331

Cited by 217 publications

(230 citation statements)

References 15 publications

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“…Oduševljenje potrošača je takođe definisano kao emocija koja se sastoji od radosti, oduševljenja i uzbuđenja (Kumar et al, 2001). Neki smatraju da oduševljenje potrošača nastaje kada su očekivanja premašena i obuhvataju pozitivno iznenađenje (Berman, 2005). U ovoj situaciji, oduševljenje je rezultat korelacije sa jakim emocijama koje obuhvataju radost i zadovoljstvo kao glavnu komponentu elementa iznenađenja.…”

Section: Satisfakcija Potrošača U Hotelijerstvuunclassified

Quality of services as a determinant of customer satisfaction in the hotel industry

Sekulić¹,

Mandarić²

2013

Marketing

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Section: Satisfakcija Potrošača U Hotelijerstvuunclassified

Quality of services as a determinant of customer satisfaction in the hotel industry

Sekulić¹,

Mandarić²

2013

Marketing

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“…The definition also covers special places, which can be different from the everyday locations due to their cultural, historic, archaeological or natural significance (Urry & Rojek 1997). Berman (2005) also defines the destination as a country, state, region, city or town which is marketed or markets itself as a place for tourists to visit. Leiper's work had a considerable influence on the tourism literature.…”

Section: Introductionmentioning

confidence: 99%

Beyond the Motivation Theory of Destination Image

Madden¹,

Rashid²,

Zainol³

2016

Tour. hosp. manag.

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Purpose -The existing literature has accepted the view that the destination image can be explained by the motivation theory. According to this theory the destination image can be explained by either the internal motivation of tourists or the external motivation originating from the destination. The purpose of this paper is to critically review the literature to build an appropriate research framework for understanding the formation of destination image by international tourists. Design, Methodology and Approach -The literature pertaining to destination image till recently can be divided into three evolutionary stages with stage boundaries marked by the seminal reviews by Echtner & Ritchie in 1991 and by Pike in 2002. The two main focuses of the destination image research are -measurement and theory of the destination image. The evolution of measurement and theory is reviewed, in this conceptual paper, through these stages justifying the proposed new research framework. Findings -The existing theories do not take in to account some of the modern variables such as perceived risks of travel and the power of social networks that fuel word of mouth. Originality of Research -All the conceptual discussions and views are original.

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“…Loyalty schemes of retail enterprises served as the structured data bases of individuals purchase history allowing to stores, just like the Internet-based sellers, to detect patterns of behavior of individuals, their satisfaction and loyalty (Lovreta et al, 2010, p.101).A further step in this direction was a try to achieve not only satisfaction but delight of the customers. Berman defined customer delight as the ability to "provide not only a satisfaction, as the fulfillment of expected, but also the delight as the fulfillment of an unexpected" (Berman, 2005). And, knowing the interests of customers in the store at the time of making purchase decision is certainly one of the best ways to delight your customer.…”

Section: Some Areas Of Big Data Technologies Application In Marketingmentioning

confidence: 99%