Ball, Joan; Barnes, Donald C. - In: Journal of Service Theory and Practice 27 (2017) 1, pp. 250-269
context. Findings Key findings indicate that aside from joy and surprise, gratitude also has a positive impact on customer … customer delight beyond joy and surprise contributes to the theoretical discussion on what customer delight represents to the … delight is possible or even profitable. Namely, by moving past joy/surprise, this research suggests that managing gratitude …