Does a surprise strategy need words? : the effect of explanations for a surprise strategy on customer delight and expectations
Year of publication: |
2013
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Authors: | Kim, Kyungmin ; Mattila, Anna S. |
Published in: |
The journal of services marketing. - Bingley : Emerald Group Publishing Limited, ISSN 0887-6045, ZDB-ID 1027140-5. - Vol. 27.2013, 5, p. 361-370
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Subject: | Surprise strategy | Customer delight | Explanations | Customer expectation | Customer | Customer satisfaction | Expectation | Kundenzufriedenheit | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Erwartungsbildung | Expectation formation |
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