Liu, Maggie Wenjing; Keh, Hean Tat - In: Journal of Service Theory and Practice 25 (2015) 6, pp. 680-699
Purpose – The purpose of this paper is to develop and validate measurement scales for consumer delight and outrage … consumer delight and outrage, respectively. These scales will be useful to other researchers interested in measuring consumer … delight and outrage in various research contexts. …