14342586
Description
Customer delight as behavior
- Transcendent Customer Experiences (TCE) (Ball and Barnes, 2017)
- To create an exceptional value
based on an excellent service
as consequence Ludwig et al.,
2017),
- Value and value
co-creation
- Value and value
co-creation
- Excellent services Johnston (2012) “a
pleasure” : (1) delivering the
promise, (2) providing a personal
touch, (3) going the extra mile and
(4) dealing well with complints
- To create an exceptional value
based on an excellent service
as consequence Ludwig et al.,
2017),
- (1) The researchers know about the influences of emotions,
excellence and value co-creation bat still cannot explain
why the consumers reach a delighted state
- Lack /Issues
- Lack /Issues
- Emotional approaches
- Insights
- (2) Categories and
dimensions approach to
explain emotions in
delight Plutchik (1980);
Mano (1991)
- (1) Customer delight is
positive emotionally charged
Watson and Spence (2007)
- The growing appraisal
theory. Each person has an
individual emotional
response
- (2) Categories and
dimensions approach to
explain emotions in
delight Plutchik (1980);
Mano (1991)
- Insights
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