Who needs delight?

Abstract

If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The aim of this study is to determine whether the cumulative effects of satisfaction, trust, and perceived value may, under certain conditions, provide more explanatory power for customer loyalty intentions than the often studied and more elusive customer delight. Herzberg's two-factor theory is used to explain why the frequent nature of grocery shopping, a primarily utilitarian experience, might introduce considerations that have not yet been addressed in the study of delight. Design/methodology/approach -A survey is administered to a quota sample of Portuguese supermarket shoppers via phone, using a CATI system. Findings -Research findings suggest that perceived value, trust, and satisfaction have a greater impact on behavioural outcomes than customer delight in the grocery shopping setting. In such a setting, cognitive drivers may be even more important for customers who are primarily concerned with hygiene factors (rather than motivators). Research limitations/implications -Retailers are encouraged to focus on the more mundane factors that influence consumers' perceptions of value and trust rather than trying to invest in the substantial resources required to continually delight consumers. Future research may explore other determinants of loyalty intentions and test the extended model in different service sectors, cultural contexts and countries. Originality/value -This study applies Oliver et al.'s consumer delight model in a utilitarian, frequent-use setting, finding previously undiscovered limitations to its validity.

Factors Affecting Brand Equity in Fast Food Restaurants Industry in Egypt

“…Nam et al (2011) defined customer satisfaction as customer's response to the total last purchasing experience. Loureiro, et al (2014) stated that there are two types of customer satisfaction; they are transactional and cumulative. Anderson et al (1994) stated that in transactional satisfaction view customers evaluate specific service encounter or consumption situation.…”

“…Gallarza, et al (2016) concluded that customer loyalty is influenced significantly by customer satisfaction. Loureiro, et al (2014) concluded that loyalty intentions are affected significantly and directly by satisfaction. Chang (2013) found that customer satisfaction affects significantly customer loyalty.…”

“…Chinomona (2016) concluded that brand trust influences positively on brand loyalty. Loureiro, et al (2014) found that customer trust directly impacts loyalty intentions. Chang (2013) concluded that customer trust influences significantly customer loyalty.…”

A Sustainable Innovation—Additional Services for Products Based on Personalised Customer Value

“…Simple confirmation occurs when perceptions meet expectations, and a positive (negative) acceptance occurs when the perception of service delivery is above (below) expectations [70,71]. Exceeding the expectations of customers will leads to delight, and utility is positively correlated with customer value [72,73]. Therefore, we add "l" and "k" to distinguish between exceeding customer expectations and not.…”

Factors Influencing Private Customers′ Trust in Internet Banking: Case of Latvia

“…There are scientists considering satisfaction an important factor that influences trust in Internet banking (Kassim & Abdullah, 2010;Loureiro, Francisco & Breazeale, 2014;Shao Yeh & Li, 2009;Yap, Wong, Loh & Bak, 2010a). According to the research conducted by Butt and Aftab (2013), satisfaction is the factor that helps to enhance customers' trust in virtual space.…”