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Satisfaction to Delight - A Review


Affiliations
1 Bharathiar School of Management Entrepreneur Development, Bharathiar University, Coimbatore, India
2 Department of Management Studies, Annamalai University, Chidambaram, India
     

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Without customers a firm has no revenue, no profit and no market value. This paper provides the emerging concept of delight. The objective of this paper is to review and critically appraise various concepts of delight and its opposite in the light of the changing business scenario. Few researchers stated surprise plays a major role to delight customer. In contrast, few researchers debated that the level of satisfaction determined the expression of delight. The other researchers were completely different from the above opinion. According to them delight means exceeding expectation. The researchers derived few models but, no empirical evidence. Firms need to determine their readiness to adopt a customer delight based strategy.

Keywords

Customer Delight, Outrage, Satisfaction, Surprise, Disconfirmation of Expectation
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  • Satisfaction to Delight - A Review

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Authors

K. Vidhya
Bharathiar School of Management Entrepreneur Development, Bharathiar University, Coimbatore, India
C. Samudhra Rajkumar
Department of Management Studies, Annamalai University, Chidambaram, India

Abstract


Without customers a firm has no revenue, no profit and no market value. This paper provides the emerging concept of delight. The objective of this paper is to review and critically appraise various concepts of delight and its opposite in the light of the changing business scenario. Few researchers stated surprise plays a major role to delight customer. In contrast, few researchers debated that the level of satisfaction determined the expression of delight. The other researchers were completely different from the above opinion. According to them delight means exceeding expectation. The researchers derived few models but, no empirical evidence. Firms need to determine their readiness to adopt a customer delight based strategy.

Keywords


Customer Delight, Outrage, Satisfaction, Surprise, Disconfirmation of Expectation

References