Ludwig, Nadine L.; Heidenreich, Sven; Kraemer, Tobias; … - In: Journal of Service Theory and Practice 27 (2017) 1, pp. 22-45
Purpose Over the last years, the concept of customer delight has moved into the focus of attention. The necessity of … surprise for achieving customer delight and the problem of increased customer expectation (spiral of expectations) have been … controversially discussed in the literature. The purpose of the paper is therefore to investigate whether customer delight necessarily …