2019
DOI: 10.1016/j.jhtm.2019.04.003
|View full text |Cite
|
Sign up to set email alerts
|

The role of customer delight and customer equity for loyalty in upscale hotels

Help me understand this report

Search citation statements

Order By: Relevance

Paper Sections

Select...
2
1
1
1

Citation Types

1
53
0
2

Year Published

2020
2020
2025
2025

Publication Types

Select...
8

Relationship

0
8

Authors

Journals

citations
Cited by 60 publications
(77 citation statements)
references
References 81 publications
1
53
0
2
Order By: Relevance
“…Scholars have also posited the importance of customer satisfaction as a precursor to securing CL in B2C relationship building for more than three decades (Chang et al, 2009;Chiou & Droge, 2006;Kim et al, 2015;Leninkumar, 2017). However, increasingly, scholars have argued the underlying driver of CL to be the phenomenon of delight (Ball & Barnes, 2017;Lee & Park, 2019;Torres, 2013). The current research findings consequently make a valuable contribution in this regard by emphasising the role of delight in the establishment of loyalty in B2C relationships.…”
Section: Theoretical Implications Greater Clarification On the Contribution Of Relationship Marketing In Fostering Loyalty Through Custommentioning
confidence: 73%
See 1 more Smart Citation
“…Scholars have also posited the importance of customer satisfaction as a precursor to securing CL in B2C relationship building for more than three decades (Chang et al, 2009;Chiou & Droge, 2006;Kim et al, 2015;Leninkumar, 2017). However, increasingly, scholars have argued the underlying driver of CL to be the phenomenon of delight (Ball & Barnes, 2017;Lee & Park, 2019;Torres, 2013). The current research findings consequently make a valuable contribution in this regard by emphasising the role of delight in the establishment of loyalty in B2C relationships.…”
Section: Theoretical Implications Greater Clarification On the Contribution Of Relationship Marketing In Fostering Loyalty Through Custommentioning
confidence: 73%
“…The findings of the study reflect that PESD, PV, and trust have a significant positive influence on the satisfaction/ delight experiences of customers, while such experiences influence CL in a positive and significant manner. Previous research studies (Berman, 2005;Lee & Park, 2019;Wang et al, 2017) validate that enhanced level of customer satisfaction ultimately leads to greater customer delight outcomes.…”
Section: Theoretical and Managerial Implicationsmentioning
confidence: 82%
“…Lacking an answer to this issue will limit the understanding of the role of the organization's responses to crises in recovering employees' psychology and maintaining their job performance (JP) during the crisis time. Given the intense competitiveness in the hotel industry, there is a need for a constant supply of motivated, satisfied, happy, and engaged personnel who will become the precursors to a delighted client base (Lee & Park, 2019). In the hospitality industry, interpersonal relationships hold a crucial role as the interactions between employees and customers are forms of social exchanges (Kim & Qu, 2020), the completion of which determines the customers' satisfaction and their loyalty (Lee & Park, 2019).…”
Section: Introductionmentioning
confidence: 99%
“…Given the intense competitiveness in the hotel industry, there is a need for a constant supply of motivated, satisfied, happy, and engaged personnel who will become the precursors to a delighted client base (Lee & Park, 2019). In the hospitality industry, interpersonal relationships hold a crucial role as the interactions between employees and customers are forms of social exchanges (Kim & Qu, 2020), the completion of which determines the customers' satisfaction and their loyalty (Lee & Park, 2019). Thus, correct service personnel behaviors can boost hospitality firm performance (Lee & Hallak, 2020).…”
Section: Introductionmentioning
confidence: 99%
“…Companies require delighting their customers. They should be obsessed about serving their customers (Lee & Park, 2019). They identify the requirements of their customers and target them accordingly.…”
Section: Strategic Orientationmentioning
confidence: 99%